For your SignalFX subscription, choose from Standard or Premium technical support. The Support tables below do not apply to SignalFx support offerings.
Need help? Submit a request and the VictorOps Support team will get back to you soon. The Support tables below do not apply to VictorOps support offerings.
|Community||Base||Standard||Premium||US Public Sector Standard*|
|Access to Documentation|
|Access to Splunk Answers|
|Live Product Roadmap|
|Online Case Submission|
|Online Case Status|
|Response Time Targets|
|Direct Access to Advanced Support Team|
|24/7 Availability||P1||P1 & P2|
|Base||Standard||Premium||US Public Sector Standard*|
|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||Availability*||8–5||24/7||24/7||9-9 EST|
|Response Time||1 business day||2 hours||30 min||2 hours|
|Update Time||Weekly||Daily||1 hour||Daily|
|Targeted Fix/ Workaround Times**||N/A||1 business week||24 hours||1 business week|
|P2||One or more important features of purchased Splunk software has become unusable||Availability*||8–5||8–5||24/7||9-9 EST|
|Response Time||2 business days||1 business day||1 hour||1 business day|
|Update Time||Weekly||Weekly||4 hours||Weekly|
|Targeted Fix/ Workaround Times**||N/A||1 business week||1 business week||1 business week|
|P3||Any other case where a feature of purchased Splunk software is not operating as documented||Availability*||8–5||8–5||8–5||9-9 EST|
|Response Time||1 week||2 business days||4 hours||2 business days|
|Update Time||None||None||1 business day||None|
|Targeted Fix/ Workaround Times**||N/A||Next release||Next release||Next release|
|P4||All general questions. Enhancement requests should be logged via the Splunk Ideas Portal||Availability*||8–5||8–5||8–5||9-9 EST|
|Response Time||None||2 business days||1 business day||2 business days|
|Targeted Fix/ Workaround Times**||N/A||N/A||N/A||N/A|
*Excludes public holidays in the country of your regional support center. For customers requiring a U.S. Person (as defined under EAR/ITAR export controls) to service their support requests, support will be provided 9am-9pm US Eastern Standard time zone for any response times identified as 24/7.
**Applies to on-premises Splunk deployments - Cloud service levels are governed by the Splunk Cloud SLA.