Customer Success and Technical Support Resources

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: [email protected]

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.

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 [email protected]

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.

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 [email protected].
• 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.

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.

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: [email protected]

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.

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.