We reach out to technical support when we need assistance with issues. 

I rate support a seven out of ten. 

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The technical support for SolarWinds NPM is very good. I'm rating their support five out of five.

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Technical support is pretty good. In the few cases we have reached out for any support, they've been pretty responsive. Also, their online resources and knowledge bases are very extensive as well.

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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.  

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Technical support is very good. You always got a live person.

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SolarWinds NPM technical support is very responsive. They're available by phone, which is a plus.

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Whenever I have a problem or I need to ask a question, I contact the SolarWinds support team. I would rate their support a four out of five. 

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Contact support was great. They're very knowledgeable. They knew what we needed, once we explained our problem. In some cases, they helped us figure out a different solution than what we were looking at. They knew the product pretty well for everybody that we've dealt with.

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We contacted technical support all of the time. They were fine.

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The support we have received from SolarWinds NPM has been very good. Initially, there were some issues with the solution but the support help us figure it out.

I rate the support of SolarWinds NPM a four out of five.

The knowledge base of the support could improve. However, every organization has its own use cases. Sometimes it's not a common use case and the support has not seen the particular problem. We might have something unique, which other clients never faced.

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Technical support is okay.

The only problem that they have is that last year they had a security hack issue. That is something that was a big problem SolarWinds in the market, as everybody is scared to use SolarWinds. They still have managed customers. Still, I have to say, there are very few customers that they don't have SolarWinds.

Whenever I go for meetings for security or monitoring or anything, I find some engineers still using SolarWinds. They may not be using it a lot, however, they are still using it for more than monitoring. Still, people did lose customers over it. 

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Customer Service:

The customer service experience was always top notch and I don’t recall ever having a bad experience. The customer support staff were friendly, courteous and always there to help you out. It was also very easy to get in touch with a technical support engineer, all who seemed very knowledgeable, within just a couple of minutes or less.

Technical Support:

SolarWinds technical support was one of the best support departments I’ve ever dealt with. All of the technicians were very knowledgeable and technically capable. Also, when you call into their technical support number, you don’t have to jump through multiple departments to get to a technician, which is very nice and not the same with other vendors.

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In general, the technical support is great. Around new major releases, you do experience longer waits; and every so often, you get a support technician who is newer. Still, if you call in and it’s critical, they fix your issues in a timely manner. This is to be expected; and you need to take this into account in your risk calculation when you schedule upgrades.

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Technical support is excellent. 

SolarWinds wants its partners and resellers to succeed. They give you all the support, all the training for free. It's really, really, really good.

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For SolarWinds, my company needs to send an email to the customer support of SolarWinds, after which they will reply back to us with their incident number, and then work on it. If required, the customer support of SolarWinds will set up a call with our company to understand the real-time situation at our end.

I rate the support team an eight out of ten.

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We dealt with customer service and support once for a license issue, and they resolved our concerns swiftly.

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I rate SolarWinds support nine out of 10. SolarWinds support is excellent. 

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My team contacted technical support for SolarWinds NPM a lot of times. On a scale of one to ten, I'd rate support as seven because one of my cases remained open for a year without the perfect answer or resolution, though the SolarWinds development team has been working on it.

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Technical support is good, however somewhat delayed due to the time difference. We had some troubleshooting issues because new people were working on it, but SolarWinds NPM responded back and it was easy for everyone to go through it.

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The support is good.

I rate the support from SolarWinds NPM a five out of five.

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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. 

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Technical support is very good. It might take a bit of time for initial contact, if you don't classify the severity high enough and don't call them. But a phone call will always rectify that.

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I would give technical support a rating of 7 out of 10. When I get on the phone with a support engineer, I'm usually impressed with their level of knowledge in providing a timely resolution to customer issues. The secret is to get on the phone first if you need something solved the same day.

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The solution’s customer support is not very good.

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I have not had a good experience with technical support because most of the time when I contact them, they first want to know whether you have a license. If you do, then they support you. However, if you are working on the evaluation version they do not take your queries very seriously. There is some level of support, but it's not at a high level. So, I'd rate them at six on a scale from one to ten.

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The technical support has been a good experience.

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Technical support is very helpful with our upgrades. I would rate them about an eight or a nine.

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Although technical support is adequate, it could be better, but that appears to be the situation in the majority of businesses nowadays.

I would rate them seven out of ten.

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SolarWinds provides good support.

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We don't use technical support because we handle everything in-house. We already make customized dashboards, reports, notes, etc. ourselves.

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I have contacted technical support once or twice. I logged a ticket and they responded quite promptly, and they tried to help me with it.

The only time that I have had any issues was when I was upgrading. I had one surprise in my ten year period. When I upgraded to a new version of the product, the upgrade failed. It leaves you in a position where you can't go forward and you can't go backward. You're stuck. You almost have to reinstall it from fresh and start over, which is not a great point to work from. You would like to keep all of the history and information that you have built.

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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.

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Technical support is fantastic.

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The support is very good for SolarWinds NPM.

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Technical support is quite efficient, but they have to be a little more responsive.

On a scale from one to five, I'll give them at least four.

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The support could be improved. Within the last two, three years, I would say the support has declined. It has degraded, but not that bad. We are still getting solutions, but sometimes, calls stay on hold. When we try to call the support team, it continues to ring on their side. About half of the time it gets connected very quickly, but the other half takes some time to connect. Sometimes I wait more than 10 minutes. It's not totally bad, as we are still getting support. Nowadays, we prefer to send emails to them, so whenever they have someone available, they can revert back to us and we can schedule a call with them.

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Our team that has worked with technical support hasn't had any complaints. It goes pretty well. 

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Customer Service:

Customer service at SolarWinds is great. I have had several issues in the past and they were prompt, helpful, and were able to resolve these issues quickly. SolarWinds also cares about what their customers want from a network monitoring standpoint. Rather than release a new version and hope that this is what customers want, they hold regular sessions to show customers what they’re currently working on and can fine tune future releases of NPM based on the feedback.

Technical Support:

As a company, SolarWinds goes out of its way to put a human face to their technical support staff. The main way they’ve accomplished this is by creating a community out of their customer base. Using their forum, Thwack, customers are able to interact with SolarWinds staff from numerous departments, including from support, development and marketing. I’ve been a member a short while and I’ve already been blown away with how tight knit this forum can be.

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Technical support is good. All of the issues I had were addressed by the support team within hours. They are helpful and responsive and I am satisfied with the level of support.

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Customer Service:

Customer service is exceptional if not a little too communicative at times. SolarWinds does an exceptional job of engaging their customers.

Technical Support:

Technical support is currently the achilles heel of SolarWinds.

• Non-critical issues can be handled through an extremely active and passionate user forum (at thwack.solarwinds.com), but actual technical support requires engaging their team via a case that can be opened from the support portal or by phone.
• Every customer receives the same level of support regardless of their size, and there is no option to purchase 'advanced' support at this time. Enterprise customers will find this model challenging. This is mitigated by hiring experienced SolarWinds engineers, especially SolarWinds MVPs.

Developing an enterprise support model with measured and reported SLA and OLA targets should be at the top of the SolarWinds support model to do list.

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I rate technical support everywhere from poor to great. Lately, it’s been getting better and better. But in the past, it was very hit or miss.

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I rate SolarWinds support seven out of 10. The quality varies depending on who picks up the phone.

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Their support is good.

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We didn't always get the responsiveness that we needed in terms of the level of urgency. If it was something where it was potentially project-related and very time-sensitive, they didn't match our level of urgency which could be frustrating. 

That said, overall, when it came to deployment or wanting upgrades or improvements or changes, that we would get good support. 

Still, for incidents where you are in a mission-critical and you have an incident that you need assistance with, they weren't always as quick to respond.

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As I have been using the solution for so long, I have not had any need for technical support. 

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We do not have to contact the technical support for SolarWinds that I am aware of. Sometimes I have heard of support cases that are resolved really quickly by SolarWinds for their clients. We can not have any kind of issues in production. The company knows this so takes this responsibility for support very seriously.  

So I would say that overall they have good support.  

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Customer Service:

Customer service has gotten a lot better. They recently revamped that area.

Technical Support:

Some tickets take longer than I would like to get resolved, but compared to other vendors, it is very good. I usually have a major fix done in a few days. Minor things are fixed the same day. Then there is always the Thwack community that can be used to find answers to almost anything. I use that way more than tech support.

The techs in tech support are very knowledgeable. I have almost always had good experiences with them.

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I would rate technical support as top notch.

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Customer Service:

Excellent. Customer support is knowledgeable about the product line and will engage with technical resources if needed.

Technical Support:

Excellent. Technical support is responsive, knowledgeable, and friendly. My team and I do not hesitate to contact support if we have a question or need immediate assistance. They will also escalate to a higher support tier if the issue is not resolved in a timely manner, or if we request them to do so.

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They're one of the most responsive companies when it comes to support.

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There are issues with newer features so it can take a long time to adjust. The solution is in bad shape because of software hacks.

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Technical support has always been great. They are very responsive. We've been satisfied with their level of support.

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I would give their technical support a 7/10 rating.

As their customer base has increased, they have been walking through more basic troubleshooting. Thus, it takes longer to get through the basic checklists of questions that I have no doubt solve many of the other issues experienced by their customers and may not even be related to their product.

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Up to now, we haven't opened any cases to tech support. Our local support is helping us to deal with the issues and if required, we will contact the vendor for support.

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Technical support hasn't been the most reliable. Sometimes it takes them a long time to respond or resolve the issues. Occasionally they aren't able to resolve issues at all. The solution is great, but they're really missing the support piece.

Out of ten, I'd rate support at three or four.

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For technical support, we are dealing with someone in Ireland. I have not always received responses to my inquiries.

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The support for this solution is satisfactory.

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We haven't called the technical support team. 

There wasn't enough SolarWind's documentation to fine tune the system.

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Technical support is pretty good, they are very keen to help. There are some options which provide premier support and that enables access to direct SolarWinds support and upgrades. 

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We contacted them once last year. We requested their support with an upgrade. They were very helpful.

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We have been in contact with technical support and they are good.

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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.

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Customer Service:

This is one area where SolarWinds can do better. Customer service, in terms of account renewals, and licensing, and so on, is very quota-based. They need to make their sales/transaction quotas, and that's about all that matters. They can be very pushy when it comes to the purchasing process. I think this is probably due to SolarWinds being THE solution for network/systems monitoring, and they know they have some level of a monopoly on the industry. SolarWinds is also not a cheap product -- it's very expensive under a CapEx consideration, and annual renewals are about 10-20% of the initial CapEx. So, it's not inexpensive.

Technical Support:

This is also an area where SolarWinds could do a lot better. Every time I've opened a case, they agree to a screen-sharing session (GoToMeeting/WebEx, etc) as an absolute last-resort. Sending me KB articles and other suggestions is always the first three to four emails, until I can formally get them to agree to take a look "in-person". I greatly enjoy working with Cisco TAC mainly because of their complete willingness to dive head-first into the issue by STARTING with a screen-sharing session. It gives me, as a customer and end-user, a much greater appreciation for Cisco's interest in resolving the issues, and making sure our production-affecting problems are no longer present.

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Customer Service:

They have an excellent sales team however, they do not negotiate maintenance. So while you may get the product for 75% off list price, you'll pay 20% of list for maintenance every year. Once they have you on the product, they get their money back on the 20% maintenance on list every year.

Technical Support:

First level usually doesn't get any further than running through the installation wizard, next, next, next. I've run into some scenarios where we've been requested to "start fresh" with data which is not a good resolution. We generally push for escalation and work with second and third level support/developers.

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Customer Service:

7 out of 10, compared to slow response time from Cisco.

Technical Support:

7 out of 10

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For L2 or L1 problems, we are giving the support. For the L3 level, if the issue is beyond our reach, then we contact the support team from Solarwinds.

We have an online number. We have to call that number, and we’ll get support. They will support you, for example, if the system is down. Otherwise, you can open a support ticket, and they will help.

Overall, the support is good.

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Technical support from SolarWinds is the best.

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Technical support is probably 8/10. Sometimes they tend to respond a little bit slower than I would want, but it's not unusual. If you want something, you want it now and that doesn't always happen. Sometimes I need to wait a few hours or even a few days. Sometimes I need to chase them a couple times. Other than that, the level of skills and the support I receive to actually solve the problem is next-to-none. It's probably a 10. I'm giving it an eight just because of the response time, but other than that it's really good.

However, the sales team at SolarWinds is extremely aggressive and I would give it probably a 1/10. It's very interesting that these different teams are working in the same company. The support is so wonderful, and I know a lot of product managers there. I know them personally and they've been in London and we've talked. They're all techie so they're all great guys. When it comes to sales, they are very, very aggressive. I keep receiving calls and they keep pushing and they keep offering discounts. I don't need those discounts. Just give me my time, you know? When I'm ready with a decision, I'm ready. The way I see it, I'm an engineer and I'm doing the solutions. Aggressive sales is not good. It can be frustrating.

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Technical support is excellent. This is a review of NPM and therefore the SolarWinds Orion support is great. If I was reviewing SolarWinds N-able, it would not be so great. I’m not, so, it has great technical support.

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Unfortunately, in our country, we do not have access to official support channels. We need to find answers online. It would be ideal if they could establish agents in the country that can help with setup and questions. It would be good for customers like us and good for SolarWinds. 

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The technicals support is fair. I would rate them a three out of five.

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Technical support is good, but I got faster answers from the community pages.

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Technical support is superb. Not only is the actual technical support very knowledgeable, but the user community at www.Thwack.com is the best online community that I have ever been a part of.

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I have no problems with the support of SolarWinds. When my client has a problem, our support always uses the documentation immediately. As we also have a lot of training and always test a lot of tools in our environment, when the client asks for something we know exactly where to go. Our SLA is five minutes for the first call, and to solve problems one-and-a-half hours.

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Customer Service:

They have always been helpful when we needed support I have no complaint at all.

Technical Support:

I would rate it at an 8 out of 10

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Other than some occasional delays getting hold of someone in the telephone queue, technical support is good for the most part.

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SolarWinds has a community called Thwack. That is where I get most of my help. I would give it the highest rating.

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Customer Service:

10 out of 10

Technical Support:

Any time I contacted support they were knowledgeable and fast.

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Customer Service:

I have had very fast response times when dealing with customer service.

Technical Support:

I have had very fast response times when dealing with technical support.

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Customer Service:

Outstanding

Technical Support:

Outstanding

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Technical support is a paid service for this solution.

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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.

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Overall, since we've been using it until now, I'd say technical support is pretty good. On a scale of 1-10, I'd probably give it a seven or so. The biggest problem is probably getting a hold of someone, but once you get someone, they're pretty decent about figuring it out.

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The support could improve by being quicker.

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SolarWinds does not provide professional services. You have to rely on partners that provide this service.

If there is an issue, you will have a pretty slow response. You need access to the SolarWinds portal to register a ticket.

In general, the response time of SolarWinds should be improved.

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Customer Service:

At least an 8/10.

Technical Support:

At least a 7/10.

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Customer Service:

Over all customer service has always been timely, helpful & friendly.

Technical Support:

Overall tech support has been timely & helpful whenever I've needed assistance. I've opened literally dozens upon dozens of tickets over the years and most of the time I get the answers I need on the first call.

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Customer Service:

Excellent support

Technical Support:

Excellent support

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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.

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Customer Service:

Customer service is pretty good.

Technical Support:

Tier 3 is excellent they know how to repair a problem.

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Customer Service:

It’s fantastic. They will give 24/7 service.

Technical Support:

It’s fantastic again. They are very knowledgeable and have KBs available for the fix in advance.

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Customer Service:

Customer service is very good.

Technical Support:

Good technical support. There is an active online community too.

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I have utilized SolarWinds technical support to help with issues, the experience is adequate for the the level of support we pay for. 

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Technical support is not exactly the fastest. You create a ticket in the morning and probably get a response by e-mail from the actual technician the following day.

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Technical support is average. Sometimes it took days to get responses and the responses were via email.

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Customer Service: I would say 7 out of 10 stars. They really know their product technically. However, the response time for non impacting tickets is very slow.Technical Support: 4 out 5 stars. They know their product so well that you could count on a bug fix update yearly. View full review »

The technical support offered by SolarWinds NPM is pretty good.

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The quality of the support staff is exceptional and their dedication to improve the client’s installation is outstanding. The community site must be unique in the way that customers, SolarWinds engineers and SolarWinds managers interact.

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Customer Service:

I haven’t worked with their customer service probably since the beginning, any problems with the platform our systems team would usually be in contact with Solarwinds customer service and technical support.

Technical Support:

I haven’t worked with their customer service probably since the beginning, any problems with the platform our systems team would usually be in contact with Solarwinds customer service and technical support.

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We receive our support from the local vendor and it is good. When we call and ask for support, the response is very good.

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100%. It shows all incidents.

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I would give technical support a rating of 8/10.

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Customer Service:

Good.

Technical Support:

Technical Support has plenty of room for improvement, knowledge of their product was not very strong.

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Customer Service:

0/10 as there were no knowledge base articles when I used it, and every new patch required customer login to apply.

Technical Support:

The product I am still using, PRTG, was very simple, so I never had experience with technical support.

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Customer Service:

Good. I appreciate not being offshored (at least it wasn't when I called).

Technical Support:

Good.

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We have been very pleased with technical support. They respond quite quickly and the responses are always helpful.

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I'm part of the THWAK, a community that uses SolarWinds. They're okay. There are so many configurations there, although they didn't really apply to us.

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This product is supported well. The people in technical support are very good.

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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.

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Customer Service:

They have good customer service.

Technical Support:

They have good technical support.

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Customer Service:

9 out of 10

Technical Support:

10 out of 10

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I like SolarWinds support because it's 24/7. You describe your issues, your situation and maybe two or three hours later you can discuss a solution with a technical engineer.

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Customer Service:

Customer service is good.

Technical Support:

Technical support is very good.

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