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Customer Success

Splunk Support

Splunk Support can help you resolve issues and seek answers to keep your environment running smoothly.

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Self-service support resources

From step-by-step guidance and documentation to Splunk expert and community-sourced solutions, our self-service options offer quick results.

Splunk Lantern Splunk Lantern

Splunk Lantern

Tap into outcome-oriented, self-paced guidance to help you get to your goals faster.

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Splunk Community Splunk Community

Splunk Community

Ask questions, get answers, share ideas and connect with like-minded Splunk enthusiasts.

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Splunk Docs Splunk Docs

Splunk Docs

Find official documentation and comprehensive resources to help you discover, manage, use and deploy Splunk software.

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Splunk Knowledge Base Splunk Knowledge Base

Splunk Knowledge Base

Solve common issues quickly with this comprehensive collection of knowledge drawn from Splunk technical support engineers.

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Frequently asked questions Frequently asked questions

Frequently asked questions

See if your challenge or question has an immediate answer in our library of video answers to common queries.

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For immediate support For immediate support

For immediate support

Struggling with error messages, unexplained or unexpected behaviors, or incidents and outages? Our Support team can help.

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Support programs specific to your needs

We offer a wide range of support services for all of our products. Find help based on the products you use.

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Understanding our support levels

Determine the best service level for your business realities.




BaseStandardPremium
P1A production installation of purchased Splunk software is completely inaccessible or the majority of its functionality is unusable. For P1 cases, please call us on one of our global support numbers found hereAvailability18–5 business days24/7 x 36524/7 x 365
Response Time4 Hours2 hours30 min
Update TimeWeeklyDaily1 hour
Targeted Fix/ Workaround Times2N/A1 business week24 hours
P2One or more important features of purchased Splunk software has become unusableAvailability18–5 business days8–5 business days24/7 x 365
Response Time2 business days1 business day1 hour
Update TimeWeeklyWeekly4 hours
Targeted Fix/ Workaround Times2N/A1 business week1 business week
P3Any other case where a feature of purchased Splunk software is not operating as documentedAvailability18–5 business days8–5 business days8–5 business days
Response Time1 week2 business days4 hours
Update TimeNoneNone1 business day
Targeted Fix/ Workaround Times2N/ANext releaseNext release
P4All general questions. Enhancement requests should be logged via the Splunk Ideas PortalAvailability18–5 business days8–5 business days8–5 business days
Response TimeNone2 business days1 business day
Update TimeNoneNoneWeekly
Targeted Fix/ Workaround Times2N/AN/AN/A

1-Business day (Excluding Splunk observed holidays) is defined as Monday – Friday (8 AM – 5 PM). Local time defined by the time of day at the location of the customer creating the support ticket. Cloud service levels are governed by the Splunk Cloud SLA.

Splunk US Public Sector

Splunk Platform, Security and Observability - ITOps Support Programs

Choose from our different support programs and success plans.




Public Sector Standard2Public Sector Premium
P1A production installation of purchased Splunk software is completely inaccessible or the majority of its functionality is unusable. For P1 cases, please call us on one of our global support numbers found hereAvailability124/7 x 36524/7 x 365
Response Time2 Hours30 Min
Update TimeDaily1 hour
Targeted Fix/ Workaround Times31 business week24 hours
P2One or more important features of purchased Splunk software has become unusableAvailability18-5 business days24/7 x 365
Response Time1 business day1 hour
Update TimeWeekly4 hours
Targeted Fix/ Workaround Times31 business week1 business week
P3Any other case where a feature of purchased Splunk software is not operating as documentedAvailability18–5 business days8-5 business days
Response Time2 business days4 hours
Update TimeNone1 business day
Targeted Fix/ Workaround Times3Next releaseNext release
P4All general questions. Enhancement requests should be logged via the Splunk Ideas PortalAvailability18–5 business days8-5 business days
Response Time2 business days1 business days
Update TimeNoneNone
Targeted Fix/ Workaround Times3N/AN/A

1-Business day (Excluding Splunk observed holidays) is defined as Monday – Friday (8 AM – 8 PM) EST.

2-Splunk offers support and success programs designed to meet the needs of our customers that require direct contact from a U.S. Person as defined under EAR/ITAR export controls. Designated Support Hours will apply to the delivery of Support provided by U.S. Persons. For inbound phone calls, customers entitled to U.S. Person support will make initial contact with a Splunk Call Center representative who, upon confirmation of entitlement, will transfer the customers’ call to the appropriate channel. Splunk North America Call Center is located in Halifax, Canada.

3-Applies to on-premises Splunk deployments - Cloud service levels are governed by the Splunk Cloud SLA.

Answers to your frequently asked questions

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