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.
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.
Splunk Support Programs are available for Splunk User Behavior Analytics, Splunk Insights, Splunk Light2020欧洲杯投注备用, Phantom, SignalFx and VictorOps, OEM and MSP Providers, and our Free edition. Different support levels provide the assistance you need to accelerate the value you can capture with Splunk.
Enterprise / Cloud / IT Service Intelligence / Enterprise Security
2020欧洲杯投注备用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.
|Community||Base||Standard||Premium||US Public Sector Standard*|
|Access to Documentation|
|Access to Splunk Answers|
|Live Product Roadmap|
|Online Case Submission|
|Online Case Status|
|Response Time Targets|
|Direct Access to Advanced Support Team|
|24/7 Availability||P1||P1 & P2|
|Base||Standard||Premium||US Public Sector Standard*|
|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||Availability*||8–5||24/7||24/7||9-9 EST|
|Response Time||1 business day||2 hours||30 min||2 hours|
|Update Time||Weekly||Daily||1 hour||Daily|
|Targeted Fix/ Workaround Times**||N/A||1 business week||24 hours||1 business week|
|P2||One or more important features of purchased Splunk software has become unusable||Availability*||8–5||8–5||24/7||9-9 EST|
|Response Time||2 business days||1 business day||1 hour||1 business day|
|Update Time||Weekly||Weekly||4 hours||Weekly|
|Targeted Fix/ Workaround Times**||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||Availability*||8–5||8–5||8–5||9-9 EST|
|Response Time||1 week||2 business days||4 hours||2 business days|
|Update Time||None||None||1 business day||None|
|Targeted Fix/ Workaround Times**||N/A||Next release||Next release||Next release|
|P4||All general questions. Enhancement requests should be logged via the||Availability*||8–5||8–5||8–5||9-9 EST|
|Response Time||None||2 business days||1 business day||2 business days|
|Targeted Fix/ Workaround Times**||N/A||N/A||N/A||N/A|
*Excludes 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.
**Applies to on-premises Splunk deployments - Cloud service levels are governed by the Splunk Cloud SLA.
For legacy Success Plans purchased prior to 14th February 2019 please refer to our legacy Success Plan table
For Success Plans purchased with Infrastructure Pricing for Splunk Cloud please refer to this table. For all other products refer to the Infrastructure Pricing for Splunk Enterprise table.
Customer Success Managers and Professional Services are provided with the core Splunk Enterprise or 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.