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.
| 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 |
| 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 |
| 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 |
| 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.
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.
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.
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.
| 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 |
1- Business day (Excluding Splunk observed holidays) is defined as Monday – Friday (8 AM –8 PM) EST
| 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 |
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.
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.
