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Description
SolarWinds Premium Support is an upgraded service tier for customers who cannot afford downtime. While standard maintenance covers basic support, Premium Support gives you Priority Status.
When you call, you skip the general queue and route directly to senior support engineers. You also get proactive benefits like annual health checks to ensure your SolarWinds environment is optimized, secure, and ready to handle your network growth.
Key Benefits
- 24/7 Phone Support: Round-the-clock access to support engineers for critical issues (Severity 1).
- Faster SLAs: Guaranteed initial response times that are significantly faster than standard support.
- Health Checks: A scheduled annual review of your deployment by a SolarWinds expert to identify configuration issues.
- Upgrade Assistance: Guidance and planning support when you are ready to upgrade to the latest version.
Why Buy From Softech.store?
- ✔ Authorized Distributor: We can upgrade your existing standard maintenance to Premium directly.
- ✔ Local Expertise: We often bundle our own local first-line support with SolarWinds Premium for double coverage.
Premium vs. Standard Support
| Feature | Standard Maintenance | Premium Support |
|---|---|---|
| Response Time | Business Hours | 24/7 for Critical Issues |
| Queue Priority | Standard | High Priority |
| Health Check | None | Included Annually |
Trending FAQs: Support Services
Q: Is this per product or per account?
A: Premium Support is typically an add-on applied to your entire account or specific high-value licenses (like an Unlimited Node NPM). Contact us to verify coverage for your specific assets.
Q: What is a "Health Check"?
A: A SolarWinds engineer reviews your system diagnostics to find performance bottlenecks, database issues, or outdated configurations, providing you with a report of recommendations.
Q: Can I buy this later?
A: Yes, you can upgrade from Standard to Premium Support at any time, though it is most cost-effective to do so during your annual renewal.