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.

Find the Support Program offered for the Splunk product you use

Free

Access Splunk's Community support while using Splunk for free

Light

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

Enterprise / Cloud / Premium Solutions

Choose from Standard or Premium support if using Splunk Enterprise, Splunk Cloud, or one of our Premium Solutions

success plans
Splunk 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

Standard Plan

For businesses with typical needs
Capacity Support Customer Success Manager Professional Services
<500GB Standard N/A N/A
500GB – 2TB Standard CSM Base Admin on Demand (5 credits/month)
2TB – 10TB Standard CSM Standard Admin on Demand (10 credits/month)
>10TB Standard CSM Premium Admin on Demand (15 credits/month)
 

Premium Plan

For businesses desiring rapid product deployment and adoption (starting at 500GB capacity)
Capacity Support Customer Success Manager Professional Services
500GB – 2TB Premium CSM Standard Admin on Demand (10 credits/month)
2TB – 10TB Premium CSM Premium Admin on Demand (15 credits/month)
Annual Optimization Check
>10TB Premium CSM Premium Admin on Demand (15 credits/month)
Quarterly Optimization Check
  
support
Four Splunk Support levels provide the assistance you need to accelerate the value you can capture with Splunk
  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 Support Level Commitment and Software Support Policy.
  
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 Availability 8–5 24/7 24/7
Response Time 1 business day 2 hours 30 min
Update Time Weekly Daily 1 hour
Targeted Fix/ Workaround Times* N/A 1 business week 24 hours
P2 One or more important features of purchased Splunk software has become unusable Availability 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 Times* N/A 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
Response Time 1 week 2 business days 4 hours
Update Time None None 1 business day
Targeted Fix/ Workaround Times* N/A Next release Next release
P4 All enhancement requests Availability 8–5 8–5 8–5
Response Time None 2 business days 1 business day
Update Time None None Weekly
Targeted Fix/ Workaround Times* N/A N/A N/A
*Applies to on-premises Splunk deployments only