Ryan Auto Expert

Please note that SolarWinds MSP offered to transition this customer from our MAC-MSP stand-alone product over to our MSP Remote Monitoring & Management solution in order for the customer to benefit from a lower pricing of $per device per monthOur MSP Remote Monitoring & Management product is a comprehensive set of tools to efficiently secure, maintain, and improve IT in a single dashboard and this product offers more functionality than our MAC-MSP productWhile the customer indicated that they would like to proceed with the transition, it is the customer’s responsibility to set up their new account for MSP Remote Monitoring & ManagementThe customer has not yet completed this transition process and as a result the billing has not been changed to $per device per month Additionally, please note that the customer was not locked out of their account for MAC-MSP and there was no disruption to the serviceThe customer informed us that they were having difficulty setting up their new account for MSP Remote Monitoring & Management and our support team provided them with some technical guidance on June 30thWhile we have attempted to reach this customer on occasions since June 30th to assist with and complete the transition, we received a response on July 11th .which informed us that the customer did not have time to coordinate with our support team at this time SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experienceAs we would still like the opportunity to partner with this customer, we will continue to attempt to work directly with them to complete the transition and resolve any outstanding issues they may have

Complaint: [redacted] I am rejecting this response because:The company appears to NOT want to take any responsibility for their technical failure to restore my system or follow industry standards regarding the retention of the primary data store and continue to harp on the retention period which should only be applied to older versionsThey continue to try charging my credit card despite the entire set of data from the RMM having been deleted and the account 'dashboard' was inaccessible to me from the end of FebruaryThey made no attempt to correct this and took them until the 16th to finally close the account, NOT my problemSo we will add this billing failure and poor customer support to the complaint as well, I have provided the details outlining the failure by their technician to even know what to do, but it appears they don't understand it, or do not read it entirely or their responses would be more intelligent and my refund would be postedI have informed my credit card company that any further charges by this company are fraudulent should they manage to get one throughI may also elect to change my credit card number because unauthorized people are attempting charges Regards, [redacted]

Thank you for your response. Please note, the customer is responsible for setting the retention period pertaining to his backed up data. The product has a retention period of 28 days by default and the customer changed this configuration to a 14-day retention period. Therefore, when the customer attempted to restore their data after the 14 day retention period had expired, the data was no longer available. As we previously mentioned, we attempted to utilize other means to recover his data, but due to his configuration of the retention period, this was not possible. SolarWinds MSP would like to note that it has attempted to reach the customer in regard to this specific issues, but he has failed to respond. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention.

SolarWinds MSP UK Ltd is in receipt of Case #*** filed by one of our customers on March 15, Thank you for alerting us of this case.Please note, the issue the customer identified with the SolarWinds Backup product was due to his configuration of the product. In spite of his
configuration of the product, we attempted to utilize other means to recover his data, but again, due to his configuration, this was not possible. SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experienceWe are working directly with him to resolve any outstanding issues that he may havePlease do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention

Complaint: ***
I am rejecting this response because:Yes they have migrated the billing to $per computerI do not know when that took effectI also see other charges on the bill for Take-control and I have no idea what this is for.I find the sales and accounting pointing finger at each other and no on have the complete over site to explain and resolve the problem in one callI can never get a complete store on that is going onThere is no accountability that I have found to get this resolved other than not paying the bill.I have also gone through about sales people to dateI feels like when they hear about my problems they stop calling and caring and let the next person take care of the problem.The are great at cover there as with email but don't care to pick up the phone and explain the problem or what is going on with me.I have had spotty services ever since May 29th weekend when I went to update my client systems and found it was not working after being told by account over the phone my services would not be cut off.I have also found they only have one person trained well on the Mac systemI have to schedule him by the hour and not available on my schedule
Regards,
*** ***

Thank you for your additional response. Please note that while our support team provided the customer with technical guidance, the data could not be recovered due to the configuration of the retention period that the customer had set up. This is supported in the customer log audits. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention.

Please note that SolarWinds MSP offered to transition this customer from our MAC-MSP stand-alone product over to our MSP Remote Monitoring & Management solution in order for the customer to benefit from a lower pricing of $1.00 per device per month. Our MSP Remote Monitoring & Management...

product is a comprehensive set of tools to efficiently secure, maintain, and improve IT in a single dashboard and this product offers more functionality than our MAC-MSP product. While the customer indicated that they would like to proceed with the transition, it is the customer’s responsibility to set up their new account for MSP Remote Monitoring & Management. The customer has not yet completed this transition process and as a result the billing has not been changed to $1.00 per device per month.   Additionally, please note that the customer was not locked out of their account for MAC-MSP and there was no disruption to the service. The customer informed us that they were having difficulty setting up their new account for MSP Remote Monitoring & Management and our support team provided them with some technical guidance on June 30th. While we have attempted to reach this customer on 3 occasions since June 30th to assist with and complete the transition, we received a response on July 11th .which informed us that the customer did not have time to coordinate with our support team at this time.   SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience. As we would still like the opportunity to partner with this customer, we will continue to attempt to work directly with them to complete the transition and resolve any outstanding issues they may have.

Thank you for your response. Please note that the customer has continued to use our MAC-MSP product and has not completed the transition process over to the SolarWinds MSP Remote Management & Monitoring solution as required. We have a dedicated member of our customer satisfaction team who was assigned to this case in June and has been working directly with the customer via e-mail and phone to provide him with assistance. While we have repeatedly invited the customer to join us for a technical walk-through over the phone in order to help him to complete the process, he has not been willing to cooperate and we have not received a response to our last e-mail dated July 11th.   Despite the customer’s failure to complete the transition process, SolarWinds MSP has already applied credits to reflect the lower price of $1.00 based upon his intention to complete the transition. Please note that the customer has acknowledged this in his response. Further, SolarWinds MSP has continued to provide the MAC-MSP service without disruption despite customer's failure to pay for those services.     We will continue to attempt to work directly with the customer to complete the transition and resolve any outstanding issues they may have. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention, as SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience.

Thank you for your response. Please note, the customer is responsible for setting the retention period pertaining to his backed up data. The product has a retention period of 28 days by default and the customer changed this configuration to a 14-day retention period. Therefore, when the customer attempted to restore their data after the 14 day retention period had expired, the data was no longer available.  As we previously mentioned, we attempted to utilize other means to recover his data, but due to his configuration of the retention period, this was not possible.   SolarWinds MSP would like to note that it has attempted to reach the customer in regard to this specific issues, but he has failed to respond.   Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns. Again, thank you for bringing this matter to SolarWinds MSP’s attention.

Please find attached SolarWinds' response.SolarWinds is in receipt of the above-referenced Customer Inquiry delivered to us on August 16, 2015. Please note, the Customer Inquiry was emailed to [redacted]. Please direct any further communications, if any, to...

[redacted] to ensure that the communication is received and managed in a timely manner.The customer that submitted this Customer Inquiry purchased a license to use the software ("Software") from SolarWinds on March 7, 2014 at $1,290.00 USD, which was discounted from the original price. Included in the initial purchase price was twelve (12) months of maintenance and support, so after the purchase, the customer was under an active maintenance and support agreement and was entitled to the corresponding benefits.To the extent the customer wanted to continue to receive support and maintenance for the Software after the initial one year period, it was required to renew its maintenance and support on or before March 7, 2015 ("Renewal Date"). The price to renew its maintenance and support for the Software on or before the Renewal Date was $399.00 USD ("Renewal Date Quoted Price"). In order to receive the Renewal Date Quoted Price, the maintenance and support had to be renewed on or before the Renewal Date.SolarWinds provides renewal notices to its customers, which include the Renewal Date and the Renewal Date Quoted Price, ninety (90) days prior to the Renewal Date. As per policy, SolarWinds sends additional notices to the customer, one sixty (60) days and one thirty (30) days, prior to the Renewal Date and a final reminder on the Renewal Date. Despite receiving multiple notices of the impending Renewal Date, the customer failed to timely renew its support and maintenance by this Renewal Date. As its maintenance and support expired on the Renewal Date, the customer was not entitled to receive any maintenance and support after such date, nor was it entitled to renew its maintenance and support at the Renewal Date Quoted Price. On July 16, 2015, the customer requested to renew its maintenance and support subscription, approximately more than four (4) months after the Renewal Date had passed. The customer was quoted the appropriate price for obtaining maintenance and support for licenses that are not under an active maintenance and support agreement.SolarWinds has established a number of policies to govern the daily operation of its business and promote customer satisaction. Those policies include promoting fairness amongst its customers and observing certain financial recording guidelines. SolarWinds quotes different prices for timely and untimely renewals of maintenance and support subscriptions to foster equity and adhere to certain financial recording policies. These policies were followed in the instant case.SolarWinds strives to provide all of its customers with a high level of continuous customer support. To ensure that SolarWinds maintains a successful relationship with its customers and that it is proactively resolving customer issues (if any), it encourages customers to maintain continuous maintenance and support. As such, SolarWinds provides customers with an incentive to obtain maintenance and support by timely renewing the same. Ultimately, the goal is to increase customer satisfaction and develop a successful relationship with the customer.We hope that this letter provides a better understanding of the Customer Inquiry, and please let us know if you have any questions or concerns.

SolarWinds MSP UK Ltd. (formerly known as LogicNow) is in receipt of Case # [redacted] filed by one of our customers on March 3, 2017.  Thank you for alerting us of this case.  We are sorry to hear of this customer’s concern.  Please note, our Service Desk product is an IT service...

management tool, which provides ticket management and other help desk software tools. It is not a product designed to back up or restore data. The customer is responsible for any data that they transmit or store using the Service Desk product and must take necessary measures to backup their data.  While we did attempt to run a courtesy backup for the customer, the data was unable to be retrieved. Additionally, please note, in a customer support conversation, our customer support team clearly indicated that the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question.  He very clearly acknowledged and disregarded this risk.  When the customer informed us about the issue that they had logging into their Service Desk account, however, our customer support set up a new account for the customer to ensure continuity of the service. No further disruption to the service was reported.  Again, we did attempt to run a courtesy backup for the customer.SolarWinds MSP is committed to ensuring that all of its customers have a positive and successful experience. As we would still like the opportunity to partner with this customer, we are working directly with them to resolve any outstanding issues they may have. Please do not hesitate to contact SolarWinds MSP if you have any additional questions or concerns.  Again, thank you for bringing this matter to SolarWinds MSP’s attention.[redacted]  •  SolarWinds  •  Associate General CounselSolarWinds Worldwide, LLC  office: [redacted]  |  cell: [redacted]  |  fax: [redacted] ____________________________________________________

Complaint: [redacted]
I am rejecting this response because:First, the way they presented the product is accurate, however how they noted that the customer is responsible for their data backup, as if there was some way we could have access to their backend and dump/backup data up ourselves in some way. I am not aware if there exists any method such as that for this product. Which in my original complaint report is that they should in the future create such a method or at least make it clear in their final sales terms that this is something to be aware of. It is not out of the expectation in this type of product (SaaS) has some form of versioning that is done, which also leads me to questioning the term "courtesy backup" being used.Second : "Additionally, please note, in a customer support conversation, our customer support team clearly indicated that the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question.  He very clearly acknowledged and disregarded this risk.  When the customer informed us about the issue that they had logging into their Service Desk account, however, our customer support set up a new account for the customer to ensure continuity of the service. No further disruption to the service was reported.  Again, we did attempt to run a courtesy backup for the customer."This entire paragraph is spin. Now we already have been in contact with [redacted] and another escalation manager at SolarWinds and have reached amicable acceptance of what has transpired was unfortunate and nothing can be done now about it however after reading this response frustrates me further. "the manner in which the customer was utilizing the Service Desk product would lead to the specific issue in question" this make no sense at all as if we were somehow abusing the program and using it in some way out of standards, and that their team gave us some kind of warning like if you continue working this way this is going to happen? Blatant lie. Also continuity of service is wholly inaccurate as well, they gave us another instance but still without having the correct email setup for ticket looping, just because another instance was setup doesn't mean that's any use to us if you don't get it to work with the right email we have which as the problem in the first place, which in the end was caused of the incorrect setup of our RMM product from them as well. Of course I don't see that being acknowledged here either! "No further disruption to the service was reported" by then the data was gone and we were left with a ticketing system that uses the wrong email.. we had nothing, nothing to report because they couldn't fix it and also deleted everything.Lastly, what this is about a "courtesy backup". At nowhere in our entire affair was this communicated by any employee of SolarWinds. The only status updates we ever got was that Application Engineers are being consulted on. I'll give them the benefit of the doubt for a second and let's assume an "courtesy backup" was ATTEMPTED, if the result was failure then what good is it? Again which leads to my expected complaint resolution; create a backup and versioning process with your product, because whatever is in place now, if there is anything at all, is useless. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The company appears to NOT want to take any responsibility for their technical failure to restore my system or follow industry standards regarding the retention of the primary data store and continue to harp on the retention period which should only be applied to older versions. They continue to try charging my credit card despite the entire set of data from the RMM having been deleted and the account 'dashboard' was inaccessible to me from the end of February. They made no attempt to correct this and took them until the 16th to finally close the account, NOT my problem. So we will add this billing failure and poor customer support to the complaint as well, I have provided the details outlining the failure by their technician to even know what to do, but it appears they don't understand it, or do not read it entirely or their responses would be more intelligent and my refund would be posted. I have informed my credit card company that any further charges by this company are fraudulent should they manage to get one through. I may also elect to change my credit card number because unauthorized people are attempting charges.
Regards,
[redacted]