Support
At the core of the SolarWinds experience is the quality of support we provide our users. SolarWinds Observability support is available to assist with technical product issues 24 hours a day, seven days a week, 365 days a year. See https://support.solarwinds.com/working-with-support.
Other ways our customer support team can help include:
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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.
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Product feedback. Your feedback about SolarWinds Observability 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, contact support or click GIVE FEEDBACK to submit feedback.
Status Page
To view the system status for SolarWinds Observability, see: https://status.cloud.solarwinds.com/
Live chat
Live Chat allows you to have a real-time conversation with a support agent while using SolarWinds Observability. If you have small questions that can be resolved quickly, or issues that may require a lot of back and forth questions and answers, click Help in the side navigation and select Live Chat. Enter your contact information and the subject of the support issue in the fields provided and click Start Chatting to connect with a support agent. If support agents are not available, click the link to create a support ticket.
If you have a more complicated issue or an issue that requires sending support agents log files or screenshots, create a support ticket or email technical support.
Some browser extensions and plug-ins, such as the pop-up blockers, may interfere with the Live Chat feature. If Live Chat doesn't work, look at the extensions and plug-ins enabled in your browser.
Enhanced Customer Assistance
Enhanced Customer Assistance allows SolarWinds employees to use your account to access your organization for troubleshooting purposes. Access to your account will be read-only, it can be revoked at any time, and will be automatically revoked after 7 days.
To ensure a prompt response to your troubleshooting request, when you enable Enhanced Customer Assistance, contact Support, provide your user name, and attach the specific issue you want us to address.
The feature can be enabled in the General Organization Settings section of the SolarWinds Observability settings. Click Settings, select General, and click the toggle switch in Enhanced Customer Assistance.