Documentation forAPM Integrated Experience

Support Options

Contact Methods

Email

Email is the best route (technicalsupport@solarwinds.com) as it allows time for thorough investigation and is a great medium to exchange screenshots and log snippets if necessary.

Chat *

* Live Chat is only available for features powered by Loggly.

Click Help in the upper right corner of the Loggly features window and click Live Chat in the Help dialog to open the Live Chat client. When support agents are not available, the Email Support option replaces the Live Chat feature. If chat is really busy, your wait times may become long. To avoid the wait, email us at technicalsupport@solarwinds.com and we'll get back to you as soon as we can.

Some browser extensions and plug-ins, such as the Ghostery Browser Extension, may interfere with the Live Chat feature. If Live Chat doesn't work, look at the extensions and plug-ins enabled in your browser.

Phone

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. You can continue with your work instead of sitting in silence as we tweak, debug, or research.

Availability & Response Times

Support hours are Monday through Friday, 7am to 7pm, US Central time. The typical response time is 1-2 business days. However, response times may vary and may take more than 1-2 business days when coverage is limited or when support representatives are busy.

Support for APM Integrated Experience products is unavailable or available only in limited capacity for these holidays:

  • New Year's Day
  • Good Friday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving (United States)
  • Christmas Eve
  • Christmas Day

Product-specific Policies & Options