Premium Support Level 2

FAQs

• What are support program limitations?

  Support doesn’t include the development of custom scripts, reports, templates, SQL queries, perform analysis of or troubleshoot performance problems related to third-party products or SQL or OS issues.

  SolarWinds will not take control of a company’s environment to perform full installations, configurations, migrations, or upgrades.

  SolarWinds will not go on-site to the company to perform any support.

• How do I get technical support?

  SolarWinds Technical Support helps with fault finding and troubleshooting related to the setup and operation of a SolarWinds environment for customers under active maintenance. SolarWinds is available to assist with technical product issues 24 hours a day, seven days a week, 365 days a year. With Premium Support Level 2, we provide a one-hour response time for P1 cases and a two-hour response time for P2 cases.

  Your options for creating a support ticket are:

  Phone (fastest response): Find regional phone numbers

  Online Support Ticket: Submit an online support case

  Email: technicalsupportfeedback@solarwinds.com

  If the Technical Support Team determines it beneficial to interact with your environment directly, your support representative may host a secure remote session to work with you and your environment. Support is provided primarily in English.

• How do I escalate my support case?

  If for any reason, you're not satisfied with the progress of your case, you can escalate the support case at any time.

  Escalating a support case to a SolarWinds escalation manager:

  • Within the customer portal:
    • On the review support cases page, open the ticket that needs to be escalated and click the “escalate now” button. Please note escalating through the portal is only available 48 hours after case creation.
  • Over the phone:
    • Please call any of the SolarWinds regional phone numbers and select Technical Support. Once you reach Technical Support, ask to speak to a "SolarWinds escalation manager." Please be prepared to provide the support case number and the reason for requesting escalation.

  SolarWinds escalation managers are available 24/7 and will follow up directly with you to understand the issue and outline the next steps for resolution.

• How do you define case priority?

  P1 is defined as Critical/Business Down: Customer’s production use of SolarWinds Software is stopped or so severely impacted that no user can reasonably continue to use or access the software. Critical requests have one or more of the following characteristics: a) data corruption b) SolarWinds Software hangs causing unacceptable delays or c) the SolarWinds Software is inaccessible to all users.

  P2 is defined as High: Customer experiences a disruptive loss of use of the SolarWinds Software. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

  P3 is defined as Medium: Customer experiences moderate to minor loss of use of the SolarWinds Software or a feature/operation generated a result that was not expected. The impact is isolated and an inconvenience, however, use and access to SolarWinds Software can continue.

  P4 is defined as Low: Customer requests information, an enhancement, or documentation clarification regarding SolarWinds software but there is no impact on the use or access of SolarWinds Software.

• What are the benefits of having a Customer Success Manager?

  Customer Success Managers are included in Premium Support Level 1.

  Our Customer Success Manager (CSM) will work with you as a conduit into the SolarWinds organization.

  • Tasked with building a long-term relationship with you.
  • Conduct health checks to ensure all aspects of your relationship with SolarWinds are a deeply satisfying one.
  • Work with you on getting to value quickly and assist with adopting your software by providing the right resources at the right time.
  • Act as your internal advocate to be your voice in our organization and ensure you achieve your desired business outcomes.
• What are the benefits of having a Customer Success Engineer?

  Customer Success Engineers are included in Premium Support Levels 2 and 3.

  Our Customer Success Engineer (CSE) will work with you as a conduit into the SolarWinds organization.

  • Tasked with building a long-term relationship with you.
  • Provide Joint Technical Reviews and Express Reports
  • Accelerates value realization by aligning your organization’s goals and expectations with the products
  • Discuss product roadmaps and capacity forecasting of your SolarWinds environments
  • Proactively deflects support cases by early detection of underlying issues or sub-requirements in your environment
  • Share technical knowledge & best practices through a combination of technical walkthroughs and training recommendations
  • Develop observability strategies regarding alert noise reduction, load balancing, and disaster recovery planning
  • Conducts demos or presentations related to SolarWinds’ latest product offerings, relevant industry trends, and corporate updates