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CategoryFederal Premium
Support 1
Federal Premium
Support 2
Federal Premium
Support 3
Federal Premium
Support 4
Federal Premium
Support 5
ProviderSolarWindsSolarWindsSolarWindsMonalyticMonalytic
Technical Support– 24×7 access to phone and web support
– Software updates
– Thwack community access
– 1 hour response time for P1 cases
– 8-hour response time for P2 cases
– 24×7 access to phone and web support
– Software updates
– Thwack community access
– 30 min response time for P1 cases
– 4-hour response time for P2 cases
– 24×7 access to phone and web support
– Software updates
– Thwack community access
– 30-min response time for P1 cases
– 2-hour response time for P2 cases
– Skip-tier to L2
– Named escalation manager (US-Based)
– 24×7 access to phone and web support
– Software updates
– Thwack community access
– 30-min response time for P1 cases
– 1-hour response time for P2 cases
– Skip-tier to L2
– Named escalation manager (US Citizen)
– 24×7 access to phone and web support
– Software updates
– Thwack community access
– 30-min response time for P1 cases
– 1-hour response time for P2 cases
– Skip-tier to L2
– Named escalation manager (US Citizen with security clearance)
Self-Help Services– Access to Customer Success Center
– Knowledge Base articles
– Best practice content
– Global search
– Digital Health Checks
– Access to Customer Success Center
– Knowledge Base articles
– Best practice content
– Global search
– Digital Health Checks
– Access to Customer Success Center
– Knowledge Base articles
– Best practice content
– Global search
– Digital Health Checks
– Access to Customer Success Center
– Knowledge Base articles
– Best practice content
– Global search
– Digital Health Checks
– Access to Customer Success Center
– Knowledge Base articles
– Best practice content
– Global search
– Digital Health Checks
Success Services– Up to 4 Maintenance Window and upgrade assistance– Up to 6 Maintenance Window and upgrade assistance
– Trusted advisors
– Expert-driven Health Checks
– Proactive Engagement
– Up to 8 Maintenance Window and upgrade assistance
– Trusted advisors
– Expert-driven Health Checks
– Proactive Engagement
– Assigned Customer Success Manager (US-Based)
– Up to 12 Maintenance Window and upgrade assistance
– Trusted advisors
– Expert-driven Health Checks
– Proactive Engagement
– Assigned Customer Success Manager (US Citizen)
– Up to 15 Maintenance Window and upgrade assistance
– Trusted advisors
– Expert-driven Health Checks
– Proactive Engagement
– Assigned Customer Success Manager (US Citizen with security clearance)
Federal Premium Services Team– Cases are worked by our Global Support Engineers on a 24-hour basis
– On-Demand Access to U.S. Based Engineers during U.S. business hours
– Cases are worked by our U.S.-Based Engineers during U.S. business hours
– On-Demand Access to US Based Engineers on call after U.S. business hours, holidays, and weekends
– Cases are worked by U.S. Citizen Engineers during U.S. business hours
– On-Demand Access to U.S. Citizen Engineers on call after U.S. business hours, holidays, and weekends
– Up to 4 Joint Technical and Business Reviews per year
– Cases are worked by U.S. Citizen Engineers during U.S. business hours
– Default access to U.S. Citizen Engineers on call after U.S. business hours, holidays, and weekends.
– Up to 8 Joint Technical and Business Reviews per year
– Cases are worked by US citizen engineers with DoD security clearance during U.S. business hours
– On-demand access to US citizens with DoD security clearance after U.S. business hours, holidays, and weekends.
– Up to 12 Joint Technical and Business Reviews per year

Training and Certification*
– Virtual and In-person Classes
– SolarWinds Academy classes
– SolarWinds Certified Professional classes
– Virtual and In-person Classes
– SolarWinds Academy classes
– SolarWinds Certified Professional classes
– Virtual and In-person Classes
– SolarWinds Academy classes
– SolarWinds Certified Professional classes
– Virtual and In-person Classes
– SolarWinds Academy classes
– SolarWinds Certified Professional classes
– Virtual and In-person Classes
– SolarWinds Academy classes
– SolarWinds Certified Professional classes
*Some courses are subject to additional fees