Push Down Banner V1 Analytics Patch, remove after implementing V2 (S9 or S10)

Global nav V2 patch, remove after adding the mobile languages fix in the codebase (S7 or S8)

Customer Success

Splunk Support

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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.

			Base	Standard	Premium
P1	A 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 here	Availability¹	8–5 business days	24/7 x 365	24/7 x 365
		Response Time	4 Hours	2 hours	30 min
		Update Time	Weekly	Daily	1 hour
		Targeted Fix/ Workaround Times²	N/A	1 business week	24 hours
P2	One or more important features of purchased Splunk software has become unusable	Availability¹	8–5 business days	8–5 business days	24/7 x 365
		Response Time	2 business days	1 business day	1 hour
		Update Time	Weekly	Weekly	4 hours
		Targeted Fix/ Workaround Times²	N/A	1 business week	1 business week
P3	Any other case where a feature of purchased Splunk software is not operating as documented	Availability¹	8–5 business days	8–5 business days	8–5 business days
		Response Time	1 week	2 business days	4 hours
		Update Time	None	None	1 business day
		Targeted Fix/ Workaround Times²	N/A	Next release	Next release
P4	All general questions. Enhancement requests should be logged via the Splunk Ideas Portal	Availability¹	8–5 business days	8–5 business days	8–5 business days
		Response Time	None	2 business days	1 business day
		Update Time	None	None	Weekly
		Targeted Fix/ Workaround Times²	N/A	N/A	N/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.

2-Applies to on-premises Splunk deployments - 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 Standard²	Public Sector Premium
P1	A 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 here	Availability¹	24/7 x 365	24/7 x 365
		Response Time	2 Hours	30 Min
		Update Time	Daily	1 hour
		Targeted Fix/ Workaround Times³	1 business week	24 hours
P2	One or more important features of purchased Splunk software has become unusable	Availability¹	8-5 business days	24/7 x 365
		Response Time	1 business day	1 hour
		Update Time	Weekly	4 hours
		Targeted Fix/ Workaround Times³	1 business week	1 business week
P3	Any other case where a feature of purchased Splunk software is not operating as documented	Availability¹	8–5 business days	8-5 business days
		Response Time	2 business days	4 hours
		Update Time	None	1 business day
		Targeted Fix/ Workaround Times³	Next release	Next release
P4	All general questions. Enhancement requests should be logged via the Splunk Ideas Portal	Availability¹	8–5 business days	8-5 business days
		Response Time	2 business days	1 business days
		Update Time	None	None
		Targeted Fix/ Workaround Times³	N/A	N/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.