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 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 | Enterprise | Global | |
|---|---|---|---|
| Splunk Forum Access |
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| Live Product Roadmap & Input |
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| Email Case Submission |
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| Online Case Submission |
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| Online Case Status |
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| Guaranteed Response Times | |||
| Phone Support |
6 a.m. - 6 p.m. US / Pacific M-F except US holidays |
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.