Support Programs

Your success is our top priority. Splunk offers a variety of support options to address your evolving business needs.

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.

Success Plans

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.

More about our Success Plans »

Support Programs

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.

More about our Support Programs »

Free

Access Splunk’s Community support while using Splunk for free.

Light/Insights

For Splunk Light customers, access the free Community support or Base support.

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.

User Behavior Analysis / Phantom / OEM and MSP Providers

Choose from either Standard or Premium Support if using Splunk Enterprise (and associated paid apps) with a perpetual license* or if using Splunk User Behaviour Analytics, Phantom or for OEM/MSP providers.

_{*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.}

	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
Technical Support Account Manager		2+ Terabytes only

1. 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.

			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	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 Times^2,3	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 Times^2,3	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 Times^2,3	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
Update Time	None			None	Weekly	None
Targeted Fix/ Workaround Times²	N/A			N/A	N/A	N/A

1. Excludes public holidays in the country of your regional support center.
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.

For legacy Success Plans purchased prior to 14th February 2019 please refer to our legacy Success Plan table

Standard Plan

For businesses with typical needs

Capacity	Support	Customer Success Manager	Professional Services
<500GB	Standard	N/A	N/A
500GB – <2TB	Standard	CSM Base¹	Admin on Demand (3 credits/month)
2TB – <10TB	Standard	CSM Standard	Admin on Demand (6 credits/month)
10TB+	Standard	CSM Premium	Admin on Demand (9 credits/month)

1. CSM Standard rather than CSM Base will be included for US Public Sector Standard Success Plan for 500GB - <2TB capacity customers.

Premium Plan

For businesses desiring rapid product deployment and adoption (starting at 500GB capacity)

Capacity	Support	Customer Success Manager	Technical Support Account Manager	Professional Services
500GB – <2TB	Premium	CSM Standard	N/A	Admin on Demand (6 credits/month)
2TB – <10TB	Premium	CSM Premium	Yes	Admin on Demand (9 credits/month)
10TB+	Premium	CSM Premium	Yes	Admin on Demand (9 credits/month) Optimization Check (2 Per Year)

Customer Success Managers and Professional Services are provided with the core Splunk Enterprise of Splunk Cloud Success Plan. These services are extended to the customers of the applicable Premium Solutions.

However, the purchase of licenses to such Premium Solutions does not augment the quantities of credits or CSM services to the Success Plans of the Splunk Enterprise or Splunk Cloud.

Where included, Optimization Checks are provided on a basis of one (1) per full 6 months of license subscription and do not carry forward after the end of each 6 month period.

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