Your Splunk Support Partner

Driving Your Technical Health

Even the most savvy customer will need a little help. Whether it's error messages, unexplained or unexpected behaviors, or incidents and outages, Technical Support is the first line of defense for all of your post-sales issues. Our Splunk Support Engineers will partner with you to ensure your environment is optimized to drive your journey with a focus on long-term technical health so you can realize your ROI as soon as possible.

 
Splunk Cloud, Enterprise, ITSI, Security and Splunk Security/IT Cloud
Support Programs
Choose from our different Support Programs and Success Plans for Splunk Core Products (Splunk Enterprise, Splunk Cloud), IT Service Intelligence (ITSI), Splunk Security Products (Splunk Enterprise Security, Splunk User Behavior Analytics (UBA), Phantom), Splunk IT Cloud, and Splunk Security Cloud, or any of our Premium Solutions.
  Standard Premium
New versions/updates/fixes    
Access to Documentation    
Access to Splunk Answers    
Live Product Roadmap    
Online Case Submission    
Online Case Status    
Response Time Targets    
Phone Support    
Faster Initial Response SLA    
Direct Access to Advanced Support Team    
24/7 Availability P1 P1 & P2
A current Splunk Premium or Standard Support contract is required to upgrade a Splunk server with an Enterprise license to a new major version of Splunk. Purchases of Splunk Enterprise as a Cloud or Term subscription may include additional services associated with the Success Plan in your subscription. See Splunk Cloud SLA; See Splunk's software support timeline.
Splunk Infrastructure Monitoring, Splunk Application Performance Monitoring (APM), Log Observer, Real User Monitoring (RUM) & Observability Cloud
Support Programs
Choose from our different Support Programs and Success Plans for Splunk Observability (Infrastructure Monitoring, APM, Log Observer, RUM) and Observability Cloud.
  Base Standard Premium
Access to Documentation      
Access to Splunk Answers      
Online Case Submission      
Online Case Status
     
Response Time Targets      
Phone Support      
Live In-Product Chat*      
Faster Initial Response SLA      
Priority ticket handling      
24/7 Availability   P1 P1 & P2
*During normal business hours.
When Speed Is Key
For mission critical deployments, you need Splunk up and running as fast as possible

 

Get Premium Support
  • Direct Access to an Advanced Support Team
  • 24/7 Support Availability
  • 30 minute response times for P1 issues

  
Support Offerings
Targeted response times are based on Support level and issue severity
      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.
  
Success Plans
For legacy Success Plans purchased prior to September 24, 2020 please refer to our legacy Success Plan table.
Services Standard Success Plan
For businesses with typical needs
Premium Success Plan
For businesses desiring rapid product deployment and adoption
Minimum Purchase Required**
Support Standard Support Premium Support
OnDemand Services 10 Credits Per Quarter* 30 Credits Per Quarter
EDU Credits Add-On 50 EDU Credits Per Year

*OnDemand credits in Standard Success Plans are only provided for customers purchasing a minimum of 500GB, 100vCPU, 1,000 IT Cloud Hosts, 100 Observability Cloud Hosts, 10,000 Protected Devices, or 50 SVC after September 24, 2020.
**A minimum purchase of 1TB, 100 vCPU, 1,000 IT Cloud Hosts, 500 Observability Cloud Hosts, 10,000 Protected Devices or 50 SVC is required for Premium Success Plans.

For support on Splunk Infrastructure Monitoring and Splunk Application Performance Monitoring purchased prior to April 15, 2021

Splunk IM and Splunk APM enable DevOps teams to take observability to the next level. For your Splunk IM and APM subscriptions, download the Observability Support Data Sheet below for more details about your technical support options. Please note that Observability Technical Support is exclusively available to customers who have a current active subscription to Splunk IM and APM.

For Support on Splunk On-Call

Splunk On-Call allows teams to route alerts and reduce incident response time. Need help? Submit a request and the Splunk On-Call Support team will get back to you soon.

For Support on Splunk Synthetic Monitoring and Web Optimization

Splunk Synthetic Monitoring and Web Optimization helps you proactively monitor uptime of critical endpoints and business transactions, and offers the deepest web page optimization capabilities of any APM suite or observability platform. Easily monitor and alert on URL, API, and service performance, improve page performance and UX, measure against industry standards and your competition, and integrate into CICD pipelines and SLA / SLO reporting. To optimize web performance teams can find performance improvement opportunities in every page to easily improve performance across new builds, versions, and deployments.

  
Splunk US Public Sector
Support Programs
Choose from our different Support Programs for any of our Premium Solutions, which include both Public Sector On-Prem and Splunk FedRAMP.
  Public Sector Standard* Public Sector Premium
New versions/updates/fixes    
Access to Documentation    
Access to Splunk Answers    
Live Product Roadmap    
Online Case Submission    
Online Case Status    
Response Time Targets    
Phone Support    
Faster Initial Response SLA    
Direct Access to Advanced Support Team    
24/7 Availability1 P1 P1 & P2
*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.

1- Business day (Excluding Splunk observed holidays) is defined as Monday – Friday (8 AM –8 PM) EST
  
Support Offerings
Targeted response times are based on Support level and issue severity
      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.
TruSTAR Intelligence Management

The TruSTAR Intelligence Management technology automates data orchestration to centralize, normalize and prioritize intelligence directly in your tool of choice. TruSTAR transforms internal and external sources of security intelligence for informed, actionable security operations. The most valuable security data is often locked inside silos in and across companies, and TruSTAR breaks down these silos within enterprises to align security effectiveness with business objectives. TruSTAR is the technology infrastructure that powers many of the world’s largest enterprises spanning across Finance, Retail, Healthcare, and IT as well as the largest U.S. ISAC/ISAOs.

What can you do with Splunk?