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 and Security
Support Programs
Choose from our different Support Programs and Success Plans for Splunk Enterprise, Splunk Cloud, or any of our Premium Solutions.
  Community Base Standard Premium
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
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.
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 24/7 24/7
Response Time 1 business day 2 hours 30 min
Update Time Weekly Daily 1 hour
Targeted Fix/ Workaround Times3 N/A 1 business week 24 hours
P2 One or more important features of purchased Splunk software has become unusable Availability1 8–5 8–5 24/7
Response Time 2 business days 1 business day 1 hour
Update Time Weekly Weekly 4 hours
Targeted Fix/ Workaround Times3 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 8–5 8–5
Response Time 1 week 2 business days 4 hours
Update Time None None 1 business day
Targeted Fix/ Workaround Times3 N/A Next release Next release
P4 All general questions. Enhancement requests should be logged via the Splunk Ideas Portal Availability1 8–5 8–5 8–5
Response Time None 2 business days 1 business day
Update Time None None Weekly
Targeted Fix/ Workaround Times3 N/A N/A N/A
1-Availability 24/7 applies to weekends and 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.

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.
  
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
Support Standard Support Premium Support
OnDemand Services 10 Credits Per Quarter* 30 Credits Per Quarter
EDU Credits Add-On 50 EDU Credits Per Year

*Only for customers purchasing at least 500GB or 100 vCPU capacity on plans purchased after September 24, 2020.**
**Customers under a Standard Success Plan with at least 1TB or 100 vCPU or customers purchasing a minimum of 200 SVC are eligible to upgrade to Premium Success Plan. Please contact your Splunk sales representative for more information.

Splunk Infrastructure Monitoring and Splunk Application Performance Management

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

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

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
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.

  
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 24/7
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 24/7
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 8-5
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 8-5
Response Time 2 business days 1 business days
Update Time None None
Targeted Fix/ Workaround Times3 N/A N/A
1-Availability 24/7 applies to weekends and 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.

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.
What can you do with Splunk?