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.
Support Programs
Choose from our different Support Programs and Success Plans for Splunk Enterprise, Splunk Cloud, or any of our Premium Solutions.
SignalFx
For your SignalFX subscription, choose from Standard or Premium technical support. The Support tables below do not apply to SignalFx support offerings.
VictorOps
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 | |||||
| Phone Support | |||||
| Direct Access to Advanced Support Team | |||||
| 24/7 Availability | 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.
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. A current Splunk Light Support contract is required to upgrade a Splunk Light server to a new major version of Splunk Light. 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.Support Offerings
Targeted response times are based on Support level and issue severity
| 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 | ||
| Update Time | None | None | Weekly | None | ||
| 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.
Success Plans
For legacy Success Plans purchased prior to 14th February 2019 please refer to our legacy Success Plan table
For Success Plans purchased with Infrastructure Pricing for Splunk Cloud please refer to this table. For all other products refer to the Infrastructure Pricing for Splunk Enterprise table.
For Success Plans purchased with Infrastructure Pricing for Splunk Cloud please refer to this table. For all other products refer to the Infrastructure Pricing for Splunk Enterprise table.
| Capacity | Standard Success Plan For businesses with typical needs |
Premium Success Plan For businesses desiring rapid product deployment and adoption |
|
|---|---|---|---|
| <500GB | OnDemand Services | N/A
|
N/A
|
| Support Level | Standard
|
N/A
|
|
| 500GB – <2TB | OnDemand Services | 9 credits/quarter
|
18 credits/quarter
|
| Support Level | Standard
|
Premium
|
|
| 2TB – <10TB | OnDemand Services | 18 credits/quarter
|
27 credits/quarter
|
| Support Level | Standard
|
Premium
|
|
| 10TB+ | OnDemand Services | 27 credits/quarter
|
27 credits/quarter
|
| Support Level | Standard
|
Premium
|
|
| Optimization Check | 2 per year
|
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