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
Access to Splunk Documentation
     
Access to Splunk Answers
     
Live Product Roadmap & Input
     
Online Case Submission
     
Online Case Status

   
Guaranteed Response Times
   
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 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.