We offer a basic level of assistance to Splunk community members, for customers with an Enterprise License we provide Enterprise or Global Support. Splunk Enterprise and Global Support offers targeted response times, telephone contact, access to support portals and software upgrades.
For customers with a Splunk Light License, we provide Standard Support. Standard Support offers targeted response times, access to support portals and software upgrades.
A current Splunk Enterprise or Global Support contract is required in order to upgrade a Splunk server with an Enterprise license to a new major version of Splunk.
A current Splunk Light Support contract is required in order to upgrade a Splunk Light server with a current license to a new major version of Splunk Light.
Contact customer support about an existing case here.
Case Priority Levels
Splunk offers different response times and case handling based on case priority levels.
- P1 = A production installation of purchased Splunk software is completely inaccessible or the majority of its functionality is unusable.
- P2 = One or more important features of purchased Splunk software has become unusable.
- P3 = Any other case where a feature of purchased Splunk software is not operating as documented.
- P4 = All enhancement requests and general questions.
Support Service Offerings
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Community |
Standard |
Enterprise |
Global |
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| Access to Splunk Documentation |
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| Access to Splunk Answers |
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| Live Product Roadmap ∓ Input |
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| Online Case Submission |
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First 45 Days* |
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| Online Case Status |
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| Response Time Targets |
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2 Business Days |
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| Phone Support |
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| Assigned Primary Support Contact |
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| Quarterly Account Status Review |
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*Downloaded software only. Cloud service support is for the full term.
Splunk Standard Support means in the first forty-five (45) days from the initial delivery of the purchased Splunk software, Splunk will provide an initial response and acknowledgement for P3 issues only within 2 business days and will provide software updates, when available.
Splunk Global Support provides a primary contact to set up meetings, as frequently as weekly, to monitor Customer’s support issues; to provide additional status reports and metrics; and to coordinate and execute a quarterly account status review at a mutually agreeable time.
For Splunk Enterprise or Splunk Global Supports, Splunk will respond to support requests and will provide workarounds or fixes in accordance with the guidelines set forth below:
Enterprise and Global Service Agreements
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Response Time |
Status Update |
Fix or Workaround |
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| P1 |
4 Hours |
Daily |
1 Business Day |
| P2 |
Next Business Day |
Weekly |
1 Week |
| P3 |
2 Business Days |
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Next Release |
| P4 |
2 Business Days |
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At Splunk's discretion |
While we offer specific timeframes within our support service level guarantees, we will make every effort to respond more quickly when resources are available.
For a complete description of our Support offering please consult our Support and Maintenance Terms and Conditions. Splunk’s Software Support Policy is located here.
