Hi twuk,
I just wanted to follow up with you on how Support works with customers.
For How To questions from customers the Support Rep will often send the answer and close out the case. The reason for this is so that we don't bother our customers by sending them multiple emails to close out the case.
However if you respond back to the email with a follow up question or requesting clarification then we reopen the case and continue to work it with you.
For more difficult questions or issues on your environment sometimes we have customers who resolve their issue but forget to let us know. In that instance we have a process where your Support Rep calls you on the third day, if they are unable to contact you then they follow it up with an email to check in and let you know that the case will be closed out on the fifth day if we haven't heard back from you.
If you are on holidays or maybe need time for change management then you can just let your Support Rep know and they will put the case on hold until you get back.
Please note that you can reopen any closed case within 30 days of it being closed. If you think your case has been handled incorrectly then you can either fill in the Customer Satisfaction Survey you receive or you can contact our Support Mgmt team on TechnicalSupportFeedback@solarwinds.com. We welcome all your feedback.
Thanks,
Melanie
Support Operations Manager