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.

For customers with a Splunk Light License, we provide Standard Support. Standard Support offers guaranteed response times, 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.

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

Contact customer support about an existing case here.

Case Priority Levels

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

  • P1 = A Production Splunk installation is completely inaccessible or the majority of its functionality is unusable.
  • P2 = One or more important features of a Production Splunk installation has become unusable.
  • P3 = Any other case.
  • P4 = All enhancement requests.

Support Service Offerings

  Community Standard Enterprise Global
Access to Splunk Documentation
 

 

 

 
Access to Splunk Answers
 

 

 

 
Live Product Roadmap ∓ Input
 

 

 

 
Online Case Submission
 

First 45 Days

 

 
Online Case Status  
 

 

 
Guaranteed Response Times  
2 Business Days

 

 
Phone Support    
Phone Support during business hours except US holidays. After-hours Phone Support for Critical Issues.

Phone Support during business hours except US holidays. After-hours Phone Support for Critical Issues.
Assigned Primary Support Contact      
 
Quarterly Account Status Review      
 

Enterprise and Global Service 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 Support offering please consult our Support and Maintenance Terms and Conditions.

Contact Support

Need help from a Splunk expert? Submit a case.

 

Track and update your existing support cases. 

Contact Us