At the core of the SolarWinds Application Management experience is, in part, the quality of support we provide our users. The interactions you have with our support team reflects how we operate as a whole. As a team, we strive to make sure you’re successful in using the service and finding a solution that works best. To do that, we need a few things from you, our user:
- Detail. Screenshots, examples, things you’ve tried. Dump it all in. We’ll sift through it.
- Good faith effort. Problem-solving is a group effort in general, but here we especially need to work together.
The Support We Provide
We openly welcome any questions regarding topics such as:
- Setup and configuration of your account including where to find features, adding users, setting up billing.
- Billing questions including reasons for card declines.
- Advice on monitoring best-practices.
- Configurations for servers, applications, containers, etc.
- Building alerts and which services to use.
- Debugging and problem-solving.
A note about security questionnaires and vendor assessments
Please read the SolarWinds Security Statement. If you still have questions, please reach out to us, and we will arrange a conversation with our Security Team who can work with you to complete any requirements and due diligence research.
Several distinct teams need to be involved including Engineering, IT, Security, and Legal. We will put forth every effort possible to respond entirely and acknowledge that ASAP is an understood window of time, but we don’t make any guarantees as to how long before any assessment is complete.
Feature Requests and Bugs
Above all else, we’re human, and from time to time we’re bound to make a mistake. If you find any bugs within the app, wish it could do something different or new, or we made a change that just doesn’t sit well, please let us know. While we can’t make guarantees, we keep track of every request and know which features users are asking about the most. Your vote is immensely important, and your feedback is key to maintaining a quality product.
What to Include in Your Emails to Us
Only you understand your environment entirely. In some scenarios, we’ll need extra information before we can provide a helpful response. Please provide any information that can help with reproduction and include things like:
- operating system and version
- how logs are collected
- steps to recreate the issue
How to Get a Hold of Us
Email is the best route (firstname.lastname@example.org) as it allows time for thorough investigation and is a great medium to exchange screenshots and log snippets if necessary.
Users now have an easy way to request assistance from support – both via Live Chat, as an on and “off hours” request basis.
Access Live Chat by clicking on the “Live Chat” link under General Help:
Users will then be presented with a pre-populated, personalized Chat Window in which they can begin their Support interaction:
If a user is invoking Chat during non-live support hours, they will be informed of Live Chat hours, and be prompted to optionally connect with Support via email:
We do not provide phone support. The vast majority of the questions we field on a regular basis are not the type that makes a phone call a good use of anyone’s time and are better suited for asynchronous communication. To put it another way, if you called, there’d be a lot of silence as we tweak, debug, or research (a.k.a being “on hold” without the music).
Availability & Response Times
Support hours are Monday through Friday, from 7 am to 7 pm, US Central time. We strive to respond to every email within 1-2 business days, however on days where coverage is limited or unavailable, or the load is higher than average responses may take longer. We do not have priority queues, pagers, or anything of the sort that will allow you to jump the line. Along that same line, one of our core beliefs is being good Internet citizens; sending multiple emails with the same question or asking for an update won’t have any effect on how quickly we respond.
Support is not available on weekends and United States holidays.