Virtual CISO

Licensing, Product Installation & Implementation

  • The delivery of licenses will take 3 to 4 working days after placing the order with the Vendor.
  • Customer/End User will receive an email that will provide instructions on how to set up your user profile in the SolarWinds Customer Portal. Individual User Profile for Customer Portal – Activation Email
  • Next, view recommend system requirements (these will likely be different from minimum system requirements for your software trial) and instructions and training videos on how to install, configure and use SolarWinds software.
    • Go to the Success Center: support.solarwinds.com
    • Click on your product
    • Select the Getting Started, or look in the Documentation section for the Administrator guide.
    • Click on the Training icon to access training videos and register for free live product training. All free live training courses can also be accessed in the Virtual Classrooms.

Getting Help

  • For help on activating your license or accessing the SolarWinds Customer Portal, please search the Customer Service Topics page, or call Customer Service. Our Customer Service department is available Monday through Friday, 24 hours a day.
  • If you have a technical product question, please search the Success Center. If the answer to your question is not found, contact Technical Support. Technical Support is available 24/7, 365 days a year. If your issue is the system down or urgent, please call support.
  • Information on how to work with our Customer Service and Technical Support teams can be found on our Working with Support page.
  • You may check the status of your support case in the Customer Portal.

Install New Versions of the Software

  • One of the benefits of being under active maintenance is you have access to the latest product features at no additional charge. You will be notified of new product versions via email and by following the SolarWinds Twitter & LinkedIn accounts.
  • To see if you are on the latest product version, check the Currently supported software versions. For Orion Platform product customers, look at the bottom of the web console to see which version you have installed.
  • To learn about the new features available, check out the What’s New at SolarWinds page.
  • Before you upgrade, be sure to learn about gotchas and updated system requirements in the Upgrade Guide for your product and on the Need Help Upgrading page.

Renewing your Maintenance

  • There are many benefits to renewing maintenance: 24/7 technical support, free live training courses, and access to new features in the products you own. Please check out this page to learn about additional benefits and how to renew your maintenance.

To ensure SolarWinds can provide all our customers with the best possible experience, here are some specific guidelines:

  • Support does not include the development of custom scripts, reports, templates, SQL queries, perform analysis of or troubleshoot performance problems related to third-party products, or SQL or Operating System issues.
  • SolarWinds will not take control of a company’s environment to perform full installations, configurations, migrations, or upgrades.
  • SolarWinds will not go on-site to the company to perform any support.