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Customer Success

Splunk Support

Splunk Support can help you resolve issues and seek answers to keep your environment running smoothly.

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Self-service support resources

From step-by-step guidance and documentation to Splunk expert and community-sourced solutions, our self-service options offer quick results.
Splunk Lantern Splunk Lantern

Splunk Lantern

Tap into outcome-oriented, self-paced guidance to help you get to your goals faster.

Get Step-by-Step Guidance
Splunk Community Splunk Community

Splunk Community

Ask questions, get answers, share ideas and connect with like-minded Splunk enthusiasts.

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Splunk Docs Splunk Docs

Splunk Docs

Find official documentation and comprehensive resources to help you discover, manage, use and deploy Splunk software.

Access Comprehensive Documentation
Splunk Knowledge Base Splunk Knowledge Base

Splunk Knowledge Base

Solve common issues quickly with this comprehensive collection of knowledge drawn from Splunk technical support engineers.

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Frequently asked questions Frequently asked questions

Frequently asked questions

See if your challenge or question has an immediate answer in our library of video answers to common queries.

Explore FAQ Videos
For immediate support For immediate support

For immediate support

Struggling with error messages, unexplained or unexpected behaviors, or incidents and outages? Our Support team can help.

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Support programs specific to your needs

We offer a wide range of support services for all of our products. Find help based on the products you use.
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Splunk Observability - DevOps

Explore our different support programs for RUM, Synthetic Monitoring and Observability.

See Options

Splunk US Public Sector

Learn more about support programs for our premium solutions, including Public Sector On-Prem and Splunk FedRAMP.

See Options

Splunk On-Call (formerly VictorOps)

Route alerts and reduce incident response time with the help of the Splunk On-Call support team.

Open a Case in the Support Portal

Splunk Intelligence Management (TruSTAR)

For assistance with creating actionable intelligence by curating, normalizing and prioritizing your threat intelligence sources.

Download Datasheet

Splunk® Security for SAP® solutions

For data-driven security functionality for threat hunting, risk reduction and vulnerability mitigation

Download Datasheet

Splunk Attack Analyzer

For analyzing potential threats and helping SOCs automate their investigation activities

Download Datasheet

Splunk Asset and Risk Intelligence (ARI)

For assistance with continuous asset discovery and compliance monitoring for proactive risk mitigation

Download Datasheet

Splunk AppDynamics

For assistance in proactively detecting, prioritizing, and resolving issues in traditional applications with business impact analysis.

Download Datasheet

Understanding our support levels

Determine the best service level for your business realities.



StandardPremium
P1A 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 hereAvailability124/7 x 36524/7 x 365
Response Time2 hours30 min
Update TimeDaily1 hour
Targeted Fix/ Workaround Times21 business week24 hours
P2One or more important features of purchased Splunk software has become unusableAvailability18–5 business days24/7 x 365
Response Time1 business day1 hour
Update TimeWeekly4 hours
Targeted Fix/ Workaround Times21 business week1 business week
P3Any other case where a feature of purchased Splunk software is not operating as documentedAvailability18–5 business days8–5 business days
Response Time2 business days4 hours
Update TimeNone1 business day
Targeted Fix/ Workaround Times2Next releaseNext release
P4All general questions. Enhancement requests should be logged via the Splunk Ideas PortalAvailability18–5 business days8–5 business days
Response Time2 business days1 business day
Update TimeNoneWeekly
Targeted Fix/ Workaround Times2N/AN/A

1-Business day (Excluding Splunk observed holidays) is defined as Monday – Friday (8 AM – 5 PM). Local time defined by the time of day at the location of the customer creating the support ticket. 
2-Applies to on-premises Splunk deployments.


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Splunk US Public Sector

Splunk Platform, Security and Observability - ITOps Support Programs

Choose from our different support programs and success plans.
      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
 
1-Business day (Excluding Splunk observed holidays) is defined as Monday – Friday (8 AM – 8 PM) EST.

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 on U.S. soil. 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.

Answers to your frequently asked questions

What is an operational contact?

Learn how to set up who gets notified about downtime.

Watch the Video

What is OnDemand Services?

Explore this valuable resource for when you need a little more help than what Splunk Technical Support provides.

Watch the Video

What are customer success contacts?

Learn about all the customer contacts that are available to assist you in your data journey with Splunk.

Watch the Video

This information is for informational purposes only. Since the export control and sanctions laws are frequently amended, it is important to recognize that the posted information may not include the most recent changes to these laws and how the changes may affect our products. As such, Splunk does not represent, warrant or guarantee that the posted information is complete, accurate or up-to-date. The information does not nor is it intended to be legal advice. You should seek appropriate professional guidance if you have any questions about how the posted information may affect your export transactions or use of our products.

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