Customer Success and Technical Support Resources
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Customer Success Resources
Do you find yourself asking...
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. Your options for creating a support ticket are:
Phone (fastest response): Find regional phone numbers
Online Support Ticket: Submit an online support case
Email: technicalsupport@solarwinds.comIf 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.
For Federal Premium Support customers, pursuant to DFARS Clause 252.204-7012, email communications should not be used to transfer, store or process CUI (Controlled Unclassified Information). If required, your SolarWinds representative will request a sanitized version of logs and information as needed for your request.
When is technical support available?
Where needed, SolarWinds may transfer cases to the nearest Technical Support location to provide customers with the best response times and support experience. Note: SolarWinds does not provide SLAs or guarantees for resolution, resolution times, release dates, or provision of bug fixes or feature requests.
Increasing Visibility. SolarWinds has formal procedures to advance a case quickly and increase the visibility of an issue. You may request case advancement at any point if the case is not progressing to your satisfaction. To advance your case, reply in the original email, contact us by phone, or email technicalsupport@solarwinds.com
Third-party Issues. If an issue is determined to be caused by a third party or third-party hardware or software, goods, or services, customers will need to contact the relevant third party for resolution.
What tips do you have for reporting issues?
Once we assign a support representative to your case, they will send an introduction email. To help resolve your issue quickly, please follow the below guidelines:
- For the fastest response call Customer Service directly or submit an online support ticket.
- Clearly define the question or problem. Describe your issue, provide symptoms, steps you’ve taken, screenshots, frequency, and business impact. Also, upload diagnostics, screenshots, and trace files with a new case.
- File transfer. Alternatively, use SolarWinds Serv-U FTP and MFT file transfer software to upload diagnostics. Contact support for upload instructions.
- Gather environmental and product information. Include product version, relevant OS detail (Version, RAM, CPU), and other infrastructure information. See this article on how to gather diagnostics.
- Customer Portal. Upload files in the Customer Portal by clicking the Upload Diagnostics button after creating a new Technical Support case or within an open Technical Support case in the “Review my Support Cases” section.
- To increase visibility for an open support case email technicalsupportfeedback@solarwinds.com.
- Identify the support case priority. Cases are managed based on priority levels in this order: System Down, High, Medium, and Low. If we don’t resolve an issue quickly, you may request a case priority change by phone or email.
How do you define Case Priority?
System Down: The product is nonfunctional or has unrecoverable service failure—critical business impact.
High: The product is functional but with consistent issues, or one product area is nonfunctional, or has degraded functionality with some business impacts.
Medium: The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact.
Low: The product is functional, with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how-to questions, product use questions—no business impacts.
How can I contact Customer Service?
Customer Service is available to assist you with accounts, billing, website, or the Customer Portal 24 hours a day, five days a week (Monday – Friday).
Phone (fastest response): Find regional phone numbers
Online Support Ticket: Submit an online support case
Email: technicalsupport@solarwinds.comWhat are support program limitations?
Support does not 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 Operating System 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 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 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. Your options for creating a support ticket are:
Phone (fastest response): Find regional phone numbers
Online Support Ticket: Submit an online support case
Email: technicalsupport@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.
For Federal Premium Support customers, pursuant to DFARS Clause 252.204-7012, email communications should not be used to transfer, store or process CUI (Controlled Unclassified Information). If required, your SolarWinds representative will request a sanitized version of logs and information as needed for your request.
Additional Customer Success Resources
Log into SolarWinds Customer Portal to open a support case, upload diagnostics to Technical Support cases, or review support case history. Access your portal to download licensed products, service packs, hotfixes, and additional components. Get license keys, register products, and renew or co-term maintenance. Access education, onboarding, and training resources on the Customer Portal.
SolarWinds offers self-led and paid onboarding and upgrade services to help you succeed. Click below, contact your Account Manager or email sales@solarwinds.com for more information about our paid services.
- Self-Led Onboarding. We’ve created step-by-step instructions to help you avoid common pitfalls when installing and implementing SolarWinds products at your own pace. With Self-Led Onboarding, we'll provide project plans, videos, and technical resources. By the end of the process, you'll know how to get the answers you need when you need them.
- Assisted Onboarding. Expert guidance with a dedicated SolarWinds implementation expert to make sure you are configuring, customizing, and optimizing your SolarWinds environment quickly and correctly.
With SolarWinds tiered support, we designed our plans to give you the power and flexibility to focus on what you need for success. As your partner, our Customer Success team is here to be your advocate, product expert, and strategic advisor on our journey together towards success. We offer five levels of customer support:
- Professional Support. With active maintenance, when issues occur, help is available 24/7 to get you up and running to keep your systems meeting your needs.
- Advanced Support. We designed SolarWinds Advanced Support for SolarWinds Hybrid Cloud Observability (HCO) Enterprise Scale customers with a business application in a critical environment requiring a faster response time, stand-by during maintenance and upgrade assistance. and wanting a relationship with the global premium support team, and to ensure the highest uptime possible.
- Premium Support Level 1. We designed SolarWinds Premium Support Level 1 for customers with a business application in a critical environment requiring a faster response time, stand-by during maintenance and upgrade assistance, and wanting a relationship with the global premium support team, and Customer Success Manager (CSM) to ensure the highest uptime possible.
- Premium Support Level 2. We designed SolarWinds Premium Support Level 2 for customers with a complex, mission-critical environment requiring a faster response time, a designated escalation manager, joint technical review (JTR), expert-driven annual health checks and wanting a relationship with a dedicated premium support team, and Customer Success Engineer (CSE) to ensure the highest uptime possible.
- Premium Support Level 3. We designed SolarWinds Premium Support Level 3 for customers with a highly complex, mission-critical environment requiring a fastest response time, a designated escalation manager, joint technical review (JTR) and wanting a relationship with a dedicated advanced support team, and Senior Customer Success Engineer (CSE) to ensure the highest uptime possible.
Many customers find answers in our extensive knowledge base and product documentation.
- SolarWinds Success Center. Quickly find the answer to your question by searching across all product resources—documentation, videos, free training, knowledgebase articles, and licensing FAQs.
- SolarWinds Academy Virtual Classrooms. Included with active maintenance. We offer video classes and webcasts in live and on-demand format. Sign up for instructor-led training or open office hours, providing you with the ability to ask questions during your online session.
- eLearning Videos. Online training includes videos, articles, training modules, webcasts, SolarWinds Labs™, eBooks, white papers, and more consolidated into one location to help you on your learning journey.
- Resource Center. Search or browse help content, including eBooks, guides, datasheets, and more.
- THWACK® Community. Sign up and search our SolarWinds IT user community for advice and access to resources, including what we’re working on, custom reports, alerts, labs, and product discussions.
- SolarWinds Success Center. Quickly find the answer to your question by searching across all product resources—documentation, videos, free training, knowledgebase articles, and licensing FAQs.
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