Support Policy

At the core of the SolarWinds Application Management experience is the quality of support we provide our users. We openly welcome any questions regarding topics such as:

• Setup and configuration of your account, including finding features, adding users, and setting up billing.
• Billing questions, including reasons for card declines.
• Advice on monitoring best-practices.
• Configurations for servers, applications, containers, etc.
• Building alerts and which services to use.
• Debugging and problem-solving.

Other ways our customer support team can help include: 

• Security questionnaires and vendor assessments. If you need help filling out a security questionnaire or vendor assessment, please read the SolarWinds Security Statement. If you still have questions, please reach out to us, and we will arrange a conversation with our Security Team who can work with you to complete any requirements and due diligence research.

  We will put forth every effort possible to respond quickly and entirely, but due to the number of teams that may need to be involved we cannot make any guarantees as to how long the assessment may take.

• Product feedback. Your feedback about APM Integrated Experience helps us maintain a quality product. If you encounter errors, wish it could do something different or new, or we made a change that you don't like, let us know.

Status Page

To view the system status for APM Integrated Experience products, see:

• AppOptics Status: https://status.appoptics.com/
• Loggly Status: https://status.loggly.com/
• Pingdom Status: https://status.pingdom.com/

What to include with your support request

Clearly define the question or problem. Describe your issue, provide symptoms, steps you’ve taken, how often you encounter the issue, and business impact. Also, attach diagnostics, screenshots, and trace files to your email or uploaded with your case.

Gather environmental and product information. Include relevant operating system information (Version, RAM, CPU); what logs, metrics, or checks you were collecting or monitoring and how you were collecting/monitoring them; and other infrastructure information.

How to contact us

Email ✔

Sending an email to APM Integrated Experience support (technicalsupport@solarwinds.com) allows for thorough investigation and lets you include screenshots and log files with your request. For fastest response, include "APM Integrated Experience help" and a short overview of your problem in the subject line of your email.

Submit a ticket ✔

The SolarWinds Customer Portal includes an option to submit a ticket online for technical support, customer service, or product assistance. When you submit a ticket, you can upload screenshots and log files, as well as provide a summary of your issue and any additional information that may be helpful to your case. To submit a ticket, click here and select Technical Support in the Case Type dropdown menu. Select the APM Integrated Experience product (Loggly, AppOptics, or Pingdom) from the dropdown, describe your issue in the fields provided, and attach log files or screenshots as necessary. Include your contact information so we can reach out to you as soon as possible.

You do not have to log in to submit a ticket.

Chat ✔*

Live Chat allows you to have a real-time conversation with a support agent. The Live Chat option, when available, is best used for small questions that can be resolved quickly or for issues that need to be explained with a lot of back and forth questions and answers. Live Chat, however, is not well suited for more complicated issues or for issues that may need to involve log files or screenshots for troubleshooting.

If support agents are not available, a link is provided to email support. If the support agents are busy, wait times may become long. Instead of waiting for a support agent to become available, e-mail APM Integrated Experience support or submit a ticket online.

Click Support and click Contact Support to open the Live Chat client.

Phone ✘

We do not provide phone support. It is easier to share information, provide logs or screenshots up front, and share user interface or error messages when you e-mail APM Integrated Experience support or submit a ticket online. Sending an email or submitting a ticket also allows the support agent to investigate the issue while you continue with your other responsibilities. If you would prefer to have a conversation in real-time with a support agent, use our Live Chat feature.

Availability & Response Times

Support hours are Monday through Friday, 7am to 7pm central standard time (UTC-6). The typical response time is 1-2 business days, however response times may vary and may increase if there is an unusually high support volume.

APM Integrated Experience support is unavailable or available only in limited capacity for these days:

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