As of May 1, 2018, Splunk licences are sold with the Splunk Support Programs listed below for new customers or with any renewal order for Splunk support, These new terms are included in the renewal order. Get the full details on legacy support programs here. For details on legacy Cloud Support Terms for contracts prior to May 1, 2018, visit here.
Splunk Success Plans are made available to customers subscribing to Splunk Cloud or purchasing term licenses to Splunk Enterprise, Splunk Enterprise Security, Splunk IT Service Intelligence and other paid apps. Success Plans are a combination of support, professional services and customer success managers that provide the right level of service to fit your business needs.
Splunk Support Programs are available for Splunk User Behavior Analytics, Splunk Insights, Splunk Light, Phantom, OEM and MSP Providers, and our Free edition. Four support levels provide the assistance you need to accelerate the value you can capture with Splunk.
Enterprise / Cloud / IT Service Intelligence / Enterprise Security
Choose from Standard or Premium Success Plans if using Splunk Enterprise (and associated paid apps) with a term license, Splunk Cloud, or one of our Premium Solutions.
*As of November 1, 2019, all Splunk products and services will feature term licenses. We will no longer sell any products with perpetual licenses. For more information click here.
|Community||Base||Standard||Premium||US Public Sector Standard1|
|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|
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.
|Base||Standard||Premium||US Public Sector Standard4|
|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||24/7||24/7||9-9 ET|
|Response Time||1 business day||2 hours||30 min||2 hours|
|Update Time||Weekly||Daily||1 hour||Daily|
|Targeted Fix/ Workaround Times2,3||N/A||1 business week||24 hours||1 business week|
|P2||One or more important features of purchased Splunk software has become unusable||Availability1||8–5||8–5||24/7||9-9 ET|
|Response Time||2 business days||1 business day||1 hour||1 business day|
|Update Time||Weekly||Weekly||4 hours||Weekly|
|Targeted Fix/ Workaround Times2,3||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||Availability1||8–5||8–5||8–5||9-9 ET|
|Response Time||1 week||2 business days||4 hours||2 business days|
|Update Time||None||None||1 business day||None|
|Targeted Fix/ Workaround Times2,3||N/A||Next release||Next release||Next release|
|P4||All enhancement requests and general questions||Availability1||8–5||8–5||8–5||9-9 ET|
|Response Time||None||2 business days||1 business day||2 business days|
|Targeted Fix/ Workaround Times2||N/A||N/A||N/A||N/A|
2. Applies to on-premises Splunk deployments - Cloud service levels are goverened by the Splunk Cloud SLA.
3. Fixes, if any, for P1 issues will be provided in a next release of the software version against which the issue is reported. Fixes, if any for P2 or P3 issues reported during the Limited Support phase of a product version will be provided in a next release of the latest current version.
4. 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. Splunk U.S. Public Sector Standard Support is exclusively available to on-premises Term and Perpetual license models.