SPLUNK CLOUD PLATFORM MAINTENANCE POLICY

GENERAL

In order to operate in an efficient and secure manner as well as deliver the latest features set for our customers and users, the Splunk Cloud Platform has three classes of Splunk initiated changes:

• Service Updates
• Routine Maintenance
• Emergency Maintenance

Splunk will take no more than two maintenance windows for Service Updates and/or Routine Maintenance changes per calendar month.

Splunk will notify your Operational Contacts at least 14 days in advance for Service Updates and Routine Maintenance. For additional information regarding operational aspects of Splunk initiated changes or customer initiated maintenance, refer here. Please contact Splunk Support by opening a case on the Splunk Customer Portal if you have any questions or concerns. For other Splunk hosted offerings, please refer to the corresponding service description pages.

CHANGE FREEZE

• Customers may request for a Change Freeze i.e., suspension of maintenance for Service Updates during specific dates or periods in the calendar month. Splunk will however review requests in view of the criticality of the change/update and make commercially reasonable efforts to honor those requests. Change Freezes are not guaranteed.
  • Change Freeze requests will only be considered for customer Splunk Cloud Platform stacks on a version released within the last 12 months.
• Change Freeze requests cannot be made for emergency maintenance or routine maintenance, and Splunk may override any previously approved Change Freeze requests to perform such maintenance.
• Splunk has a standing Change Freeze in effect for Splunk-Initiated Changes during the holiday period from December 15th to January 15th.
  • If you need additional Change Freeze time in addition to the holiday period please submit a Change Freeze request for a holiday extension.
  • Only Emergency Maintenance updates will be performed during a holiday Change Freeze period.
• Opted-in Auto-updates will proceed as normal during any Change Freeze.
  • Examples can be found in this blog.

SERVICE UPDATES

• Splunk will notify customer Operational Contacts at least 14 days prior to the Service Updates. Our communications will provide specifics about any required customer actions, such as updates to data ingestion mechanisms or applications.
• During Service Updates, ingest, login and search services may be degraded or unavailable for a short period of time within the maintenance window. Our communications will provide specifics about which services may be degraded or unavailable.
• Customers can change their assigned routine maintenance window date up to 72-hours prior to their scheduled window.

ROUTINE MAINTENANCE

Splunk will notify customer Operational Contacts at least 14 days prior to the Routine Maintenance. Our communications will provide specifics about any required customer actions, such as updates to data ingestion mechanisms or applications. Splunk may override any Change Freezes to perform routine maintenance.

• During Routine Maintenance, ingest, login and search services may be degraded or unavailable for a short period of time within the maintenance window. Our communications will provide specifics about which services may be degraded or unavailable.
• If requested at least 72-hours prior to the scheduled maintenance window, Splunk will make commercially reasonable efforts to honor change requests.