SolarWinds NPM Customer Service and Technical Support

reviewer1403643
Manager of Operations - Enterprise at a university with 10,001+ employees
We have not had a lot of opportunities to use technical support. When we did I was not particularly impressed with their response time or expertise. View full review »
Andrew Ntuyo
Senior Network Engineer at Element Critical
I've never really reached out to technical support. I understand that it's alright. The very few times I've needed assistance, I was able to get some things from the SolarWinds page and their knowledge base. That's where almost everything you would need is found. For the most part, I've not had issues that required me to go past their knowledge base. The other thing is, when people do try to reach out past the knowledge base, the support staff always bounce back with a question like "Hey, did you check the log?" It can be frustrating because obviously you've looked and that's why you're calling. Because the answer isn't there. For the most part, they do a great job of having people share stuff on their knowledge base. Once you get access to that, most of what a general user would need is on there, if they running into something. The few times I've actually worked with support, it was in relation to something that was related to an enhanced feature. The experience, overall, I'd say has been okay. View full review »
Daniel Shine
Systems and Data Warehouse Supervisor at MMSD
We have very few issues that require technical support, we only contact them a few times a year. They generally resolve things pretty quickly and our issues are generally related to improving deployment. View full review »
Learn what your peers think about SolarWinds NPM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
437,208 professionals have used our research since 2012.
Demetrio Chuasieng
Sr Network Administrator at a recruiting/HR firm with 10,001+ employees
Very seldom. I will contact them directly. Usually, the thing I notice in SolarWinds is you go to the community, it is called THWACK. I never personally contacted tech support. View full review »
DineshNekkanti
Digital Innovation at Bobcat Company
Technical support has always been great. They are very responsive. We've been satisfied with their level of support. View full review »
Rajesh Bage
Server and Network Monitoring Engineer at ZS Associates
A number of times, I have contacted SolarWinds technical support. Depending the issue, sometimes they will just ask me for the diagnostic. However, if we call support for critical issues, we expect immediate solutions. However, sometimes in these cases, they still just ask us for the diagnostic report and tell us that they'll get back to us within 12 to 24 hours. But, if we are in the critical state, we need to answer to our management about what is happening. We cannot wait 24 hours. That is too much time for us. There are times that they do resolve issues quickly. Therefore, sometimes they are good, and sometimes they are bad. View full review »
David Olusesan
System Administration at a tech services company with 201-500 employees
There are a lot of guides online, and whenever we have issues we consult them. Most of the guides are "do it yourself", and we have not encountered any problem that has necessitated contacting technical support. View full review »
reviewer742629
IT Expert & Data Center Manager at a financial services firm with 10,001+ employees
We haven't called the technical support team. There wasn't enough SolarWind's documentation to fine tune the system. View full review »
MohammedAlkhabbat
Network Administrator at Libyana Mobile Phone
For technical support, we are dealing with someone in Ireland. I have not always received responses to my inquiries. View full review »
reviewer1396410
Senior Systems Engineer at a media company with 1,001-5,000 employees
We contacted them once last year. We requested their support with an upgrade. They were very helpful. View full review »
reviewer868584
Senior Solutions Specialist (Network & Security) at a comms service provider with 1,001-5,000 employees
We have been in contact with technical support and they are good. View full review »
FAHAD ALBAZ
IT Security Architecture & Implementation Manager at Banque Saudi Fransi
Technical support is something that is very important for us. It is the number one factor. We are dealing with the vendor directly and are satisfied, although having more local engineers, support, and other resources in Saudi Arabia would be helpful. View full review »
Learn what your peers think about SolarWinds NPM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
437,208 professionals have used our research since 2012.