Splunk provides telephone support (for most products), online documentation, web forums, email and a web-based portal for submitting cases and tracking case status. Support cases are handled based on case priority levels as described below. When submitting a case, Customers will select the priority for initial response by logging the case online, in accordance with the priority guidelines set forth below. When the case is received, Splunk Customer Support may change the priority if the issue does not conform to the criteria for the selected priority and will provide Customers with notice (electronic or otherwise) of such change. Splunk will respond to Splunk support requests in accordance with the guidelines set forth below. Customers of Splunk Light delivered as a cloud service are entitled to the support indicated below with *Splunk Light designations.
Case Priority Levels
Case priorities are assigned based on the technical importance of the problem.
P1 = Splunk Cloud Service is completely inaccessible.
P2 = One or more key features of Splunk Cloud Service are unusable.
P3 = Any other case where a Splunk Cloud Service is not operating as documented or when a Splunk Cloud Service is being used within the purchased aggregate volumes and storage periods, and there is a material degradation in the performance of the Splunk Cloud Service.
P4 = All enhancement requests.
Initial Response & Acknowledgment, by case priority
P1: 2 hours
P2: Next business day
P3: Two business days (*Splunk Light)
P4: Two business days
Escalation, by case priority
P1: Manager: Immediate / VP: 1 business day
P2: Manager: 1 business day / VP: 1 week
P3: VP Product Management reviews all open bugs quarterly
P4: VP Product Management reviews all enhancement requests quarterly
*Splunk Light: Manager: monthly reviews / Director or VP: quarterly reviews
Email Status Updates for Open Cases, by case priority
*Splunk Light: 5 business days
Authorized Support Contacts
Support will be provided solely to the individual(s) authorized by the Customer to receive such support from Splunk ("Support Contacts"). Splunk strongly recommends that Support Contact(s) be trained on the applicable Splunk Cloud Service(s). The Customer's Order Document(s) will indicate a maximum number of authorized Support Contacts for the Customer's license level. The Customer will be asked to designate Support Contacts, including email address and Splunk.com login ID, following Splunk's acknowledgment of the Customer's Order Document(s).
Support is provided via telephone, email and web portal. Support will be delivered by a member of Splunk's technical support team during the regional hours of operation listed below.
P1: 24 x 7
P2: Monday through Friday during standard business hours (8 am to 5 pm Pacific); excluding Splunk holidays
P3: Monday through Friday during standard business hours (8 am to 5 pm Pacific); excluding Splunk holidays (*Splunk Light)
P4: Monday through Friday during standard business hours (8 am to 5 pm Pacific); excluding Splunk holidays
Customer's Obligation to Assist
Should a Customer report a purported defect in a Splunk Cloud Service, Splunk may require Customer's reasonable cooperation. The Customer's failure to provide the requested cooperation may prevent Splunk from identifying and fixing that purported defect.