SolarWinds Introduces Premium Support Services for IT Management in the Public Sector

SolarWinds has launched new support services to help federal government agencies, state and local governments and education customers in implementing, maintaining and optimizing their SolarWinds IT management software.

The new services are Federal Premium Support, Monalytic Federal Professional Services and Monalytic Federal Deployment Services – Fixed Scope, all of which offer tiered support and professional services options.

Depending on the chosen support tier, customers can request access to experienced U.S.-based professionals bearing security credentials required by certain agencies, branches and departments to address specialized concerns and compliance requirements, SolarWinds said.

The company’s services also include an option to designate a support representative to an organization. Having an assigned specialist will provide clients with rapid response since the representative is already familiar with the organization’s IT infrastructure.

SolarWinds initially provided the solutions to select customers for several months before offering them to federal entities.

According to Anselm Kia Peng, group vice president of global customer success at SolarWinds, access to senior technical resources with Department of Defense-grade credentials will address an IT staff shortage in the public sector.

SolarWinds launched the latest offerings following its acquisition of Monalytic, a monitoring, analytics and professional services company. 

SolarWinds suffered a large-scale cyberattack in 2020 carried out by APT29, a hacking group believed to have Russia’s support. Using stolen Microsoft 365 credentials, the group compromised SolarWinds’ infrastructure, resulting in data breaches in multiple federal agencies and the private sector.