Support Programs

We offer a basic level of assistance to Splunk community members, for customers with an Enterprise License we provide Enterprise or Global Support. Splunk Enterprise and Global Support offers guaranteed response times, telephone contact, access to support portals and software upgrades.

A current Splunk Enterprise or Global Support contract is required in order to upgrade a Splunk server with an Enterprise license to a new major version of Splunk.

Case Priority Levels

Splunk offers different response times and case handling based on case priority levels.

• P1 = A Splunk installation is completely inaccessible or the majority of its functionality is unusable.
• P2 = One or more key features of a Splunk installation are unusable.
• P3 = Any other case where a Splunk feature is not operating as documented.
• P4 = All enhancement requests.

Support Service Offerings

	Community	Enterprise	Global
Splunk Forum Access
Live Product Roadmap & Input
Email Case Submission
Online Case Submission
Online Case Status
Guaranteed Response Times
Phone Support		415.848.8400 option 3 6 a.m. - 6 p.m. US / Pacific M-F except US holidays	415.848.8400 option 3 24x7 For Critical Issues
Assigned Primary Support Contact
Quarterly Account Status Reviews

Enterprise and Global Services Agreements

		Response Time	Status Update	Fix or Workaround
	P1	4 Hours	Daily	1 Business Day
	P2	Next Business Day	Weekly	1 Week
	P3	2 Business Days		Next Release
	P4	2 Business Days		At Splunk's discretion

While we offer specific timeframes within our support service level guarantees, we will make every effort to respond more quickly when resources are available. Splunk Enterprise Support customer's cases will take priority over Splunk Community cases when accelerating our issue response.

For a complete description of our Enterprise Support offering please consult our Support and Maintenance Terms and Conditions.

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