We are quite disappointed and borderline angry on this issue.
After my experience today with Solarwinds, you do not want to use me as a referral. With the money we have spent on the Database Performance Analyzer for the Oracle and SQL Server products, one would think that requesting a temporary, evaluation license key for SAP (Sybase) ASE would have been relatively painless and simple. I have been attempting to retrieve said temporary, evaluation license key for SAP (Sybase) ASE for most of the day, and still, to no avail.
I opened a support case and it was closed – something to do with category 1 and category 2 – something I have never heard about before. The customer support passed me off to someone in sales, who then passed me off to someone else. I have re-opened the support case (the second time, now) and asked for the case to be escalated to the next tier of support.
Again, all that was requested: a temporary, evaluation license key for SAP (Sybase) ASE.
Could anyone provide me with names and phones numbers of higher management people within Solarwinds who may be more in-tune with concerns of their customers. Also, who are their closer competitors in the database performance monitoring field? I will contact them next.
Would they not want to expand the support base, rather than tear it down? If anyone has any ideas, please let me know.