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SolarWInds Pingdom - poorly maintained and poorly supported
May 08, 2023

SolarWInds Pingdom - poorly maintained and poorly supported

Eric Kimminau | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with SolarWinds Pingdom

In my experience SolarWinds Pingdom SAAS is used to monitor externally reachable URL for availability and performance with Real User Monitoring (RUM) transactional monitoring. It has been in use for more than 2 years.
  • Very Inexpensive
  • Easy to use
  • SSO built in
  • MFA Built In
  • ZERO Product Updates since October 2021
  • Last SOC 2 certification April 2022 had several key findings identifying management and operational failures
  • Support is HORRENDOUS. No responses for weeks at a time.
  • No reported changes or outages in the last year
  • External URL availability and performance monitoring
  • Security of our data
  • RUM monitoring
  • Ease of Use
  • Support
  • Honestly, we have 4 other products that overlap this functionality whose organizations provide far superior support. At this point it is an unnecessary expense.
  • In my opinion, their lack of support responsiveness and commitment has impacted our IT agility.
  • Its time to explore other alternatives.
At least during our investigation thus far, all of these companies have a more responsive support organization and are more actively maintaininbg and supporting their products. They are also all significantly more expensive.

Do you think SolarWinds Pingdom delivers good value for the price?

No

Are you happy with SolarWinds Pingdom's feature set?

No

Did SolarWinds Pingdom live up to sales and marketing promises?

No

Did implementation of SolarWinds Pingdom go as expected?

Yes

Would you buy SolarWinds Pingdom again?

No

I was speaking directly with the global service owner for Pingdom. She committed directly to me that she would get several reports to me "by the end of the week". Its now 2 weeks later and she won't respond to any email, even with an estimate of when she might be able to respond. In my opinion, this is indicative of SOlarWinds support in general. We have several other products deployed and we cant get them to commit 24 hours in advance to particiapte in support or troubleshooting calls and we purchase their highest level of support.

SolarWinds Pingdom Support

2 weeks without response to what should be cookie cutter basic questions/answers for a SAAS product. Speaking directly withg the global service owner and even she is ghosting us. Horrendous support. No product updates since October 2021. Very generic SLA status page. No reported changes or outages in the last year (is it even still working?)
ProsCons
None
Slow Resolution
Poor followup
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
Yes. We always purchase the highest levels of support for products we use in Production
Yes - Still unresolved. >12 months
When I first requested to speak to someone about the technology roadmap for SolarWinds, I had a scheduled call with the Global Service owner within 24 hours and she positivelky answered all of my questions satisfactorily in that call, committing to get me responses within "a day or two at most". Now she is ghosting me 2 weeks later.