Splunk’s Business Continuity FAQ

Applies to Splunk and its acquired companies, including SignalFx and VictorOps.

General Business Continuity Plan Questions

How is Splunk addressing business continuity during the COVID-19 pandemic?

Splunk actively monitors its mission-critical people, processes and technologies, to help ensure their continuity of service. Splunk has a globally distributed workforce skilled at and equipped with technologies to enable the ongoing operation of its business amidst this crisis and has experienced no service interruptions to date.

 

How is Splunk adapting its business continuity requirements as the situation evolves?

Splunk continues to monitor the progress of the pandemic and has resources to support different response strategies, if and as needed. The COVID-19 outbreak is dynamic and presents unprecedented challenges around the globe, however, we remain focused on our workforce, customers, and communities and are committed to supporting them throughout this crisis.

 

Does Splunk have a crisis management team that includes on-call staff?

Splunk has a dedicated global crisis management team that includes on-call staff 24 hours a day, seven days a week.

 

Does Splunk have contingency plans for critical personnel, process, technology, and facilities?

Splunk has redundant capabilities for its mission-critical business processes to help ensure service continuity. Our workforce is distributed globally and skilled at working remotely with collaborative tools and technologies to operate at scale inside or outside of our Splunk offices. Splunk continuously monitors its contingency planning to adjust and deploy additional resources, if and when needed.

 

Does Splunk have an Incident Response Plan to respond to a Cyber Attack?

Splunk has a comprehensive, tested Incident Response Plan that it follows in the event of a Cyber Attack.

 

Does your organization support a remote access environment?

Our workforce is distributed globally and skilled at working remotely with collaborative tools and technologies to operate at scale within or without Splunk offices.

 

Is Splunk changing anything to help lighten the IT administrative workload for current customers?

As businesses continue to adapt to the challenging circumstances presented by the COVID-19 pandemic, we are committed to helping you succeed. To reduce your near-term administration workload and give teams more time to upgrade to our latest releases, we are delaying the End of Support for the following products to October 31, 2020 per our General Terms:

  • Splunk Enterprise 7.1 (was scheduled for April 24, 2020; previously extended to June 30)
  • Splunk Enterprise Security 5.1 (was scheduled for May 29, 2020)
  • Splunk IT Service Intelligence 4.0 (was scheduled for October 1, 2020)

Furthermore, Splunk Enterprise 7.2 will reach End of Support on April 30, 2021.

COVID-19 Specific Questions

Are Splunk services currently disrupted by COVID-19?

To date, the development, support, and availability of our products and services have not been adversely impacted by the virus. We have redundant resources across the business and can flexibly deploy them, if and as needed to help ensure continuity of service and support.

 

Is Splunk prepared to rapidly implement quarantine recommendations from CDC or other local, state, or federal agencies?

We implemented remote-work policies at the occurrence of the virus in APAC to help preserve the health and safety of our workforce, customers, partners, and communities. As the virus spread, we expanded our work from home and remote access policy. We also follow applicable government guidelines regarding remote work and office closures to prevent further spread of the virus.

 

Have Splunk’s contingency plans been triggered for COVID-19?

Splunk has activated contingency plans including deploying more personnel remotely and closing offices in accordance with local law requirements. Splunk maintains redundant resources to service customer account support needs as required and has not incurred any service interruptions.

 

Is Splunk experiencing any known professional services shortage? How will Splunk notify customers if it does?

We continue to provide professional services, including via virtual/remote delivery. We will inform our customers in the event of any disruption in professional services through our normal support communication channels.

 

How does Splunk’s current travel policy impact employees’ ability to visit customers?

Given various country, state, local and regional restrictions, Splunk-related travel is restricted. We moved the delivery of our services to a remote/virtual model for the safety and well-being of our employees, customers, and partners. We continue to monitor and re-assess the situation regularly.

 

I had a previously scheduled onsite meeting with a Splunk representative to deliver professional services. What happens now?

Given the current crisis, previously scheduled in-person meetings with Splunk representatives are being held virtually, as necessary.

 

Have any of Splunk’s office locations been impacted by COVID-19?

COVID-19 is a global pandemic that has resulted in the mandatory closures of some of our offices, and precautionary closures in other locations. Splunk adjusts its contingency planning to comply with legal requirements and best practices worldwide as they develop. To date, this has not caused any change or disruption to Splunk’s provision of services.

 

Is Splunk monitoring/communicating with its suppliers to mitigate any supply chain risks in the event of a Coronavirus outbreak in their regions?

We are closely coordinating with our critical vendors regarding their business continuity plans and continue to monitor their ability to support Splunk’s critical services.

 

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