Documentation forSolarWinds Service Desk

Technical Support Policy

At the core of the SolarWinds Service Desk (SWSD) experience is the quality of support we provide our users. We openly welcome any questions regarding topics such as:

  • Configuration Issues

  • Product Functionality Related Questions

  • Bug Verification and Reporting

  • Feature Request Submission

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 screenshots and related files.

How to contact Technical Support

Email

Sending an email to SWSD support (technicalsupport@solarwinds.com) allows for thorough investigation and lets you include screenshots and log files with your request. For fastest response, include SWSD 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 Service Desk product 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 service begins at 8pm Sunday and ends at 8pm Friday EST (UTC -5).

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 the support agents are busy, wait times may become long. Instead of waiting for a support agent to become available, e-mail SWSD support or submit a ticket online.

From SWSD, you can click Chat with an expert to open the Live Chat client.

* Some browser extensions and plug-ins, such as 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.

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 SWSD 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 is available 24/7. The typical response time is 1-2 business days.