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  • New Support Programs were introduced on May 1st, 2018.  All new customers and renewals after this date should refer to the current Support Programs page.

    We offer a basic level of assistance to Splunk community members, for customers with an Enterprise License we provide Enterprise or Global Support. Splunk Enterprise and Global Support offers guaranteed response times, telephone contact, access to support portals and software upgrades.

    For customers with a Splunk Light License, we provide Standard Support. Standard Support offers guaranteed response times, access to support portals and software upgrades.

    A current Splunk Enterprise or Global Support contract is required in order to upgrade a Splunk server with an Enterprise license to a new major version of Splunk.

    A current Splunk Light Support contract is required in order to upgrade a Splunk Light server with a current license to a new major version of Splunk Light. 

    Contact customer support about an existing case.

    Case Priority Levels

    Splunk offers different response times and case handling based on case priority levels.

    • P1 = A Production Splunk installation is completely inaccessible or the majority of its functionality is unusable.
    • P2 = One or more important features of a Production Splunk installation has become unusable.
    • P3 = Any other case.
    • P4 = All enhancement requests.

    Support Service Offerings

      Community Standard Enterprise Global
    Access to Splunk Documentation
     

     

     

     
    Access to Splunk Answers
     

     

     

     
    Live Product Roadmap ? Input
     

     

     

     
    Online Case Submission  
    First 45 Days*

     

     
    Online Case Status  
     

     

     
    Guaranteed Response Times  
    2 Business Days

     

     
    Phone Support    
    Phone Support during business hours except US holidays. After-hours Phone Support for Critical Issues.

    Phone Support during business hours except US holidays. After-hours Phone Support for Critical Issues.
    Assigned Primary Support Contact      
     
    Quarterly Account Status Review      
     

    *Downloaded software only. Cloud service support is for the full term.

    Enterprise and Global Service Agreements

      Response Time Status Update Fix or Workaround
    P1 4 Hours Daily 1 Business Day
    P2 Next Business Day Weekly 1 Week
    P3 2 Business Days   Next Release
    P4 2 Business Days   At Splunk's discretion

    While we offer specific timeframes within our support service level guarantees, we will make every effort to respond more quickly when resources are available. Splunk Enterprise Support customer's cases will take priority over Splunk Community cases when accelerating our issue response.

    For a complete description of our Support offering please consult our Support and Maintenance Terms and Conditions.

    Contact Support

    Need help from a Splunk expert? Submit a case?or give us a call at 855-SPLUNK-S.

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    Track and update your existing support cases.?

    Contact Us