Splunk Support Policy

Unsupported Customers and Offerings

Support Services are provided only to Customers with an active subscription to a Support Program, exclusively for Products or Services that are part of a Customer’s Offering, or for Supported Splunk Extensions used in conjunction with such Products or Services.

Unsupported Splunk and Third Party Extensions

No Support Services are provided for any Splunk Extension listed on Splunkbase or other Splunk-branded marketplace as “Not Supported” or “Developer Supported”, nor are Support Services provided for any Third Party or Customer Extension.

Support for Multiple Offerings

When two or more Products, or any combination of Products and Services, are operated together, the versions of all must be listed as compatible in the applicable Splunk product documentation to be eligible for Support Services. For example, the Splunk Product compatibility matrix is located here and Splunk Cloud compatibility requirements can be found here.

When two or more Products are operated together, Support Services will be provided only if all Product versions are Supported. We encourage Customers to use the latest version of our Products as much as possible.

Operating System Support Status

For all Products except Splunk Universal Forwarder, no Support Services will be provided for any Product version when deployed on an operating system version that is no longer under mainstream support from its respective vendor (regardless of whether that Product version is otherwise eligible for Support Services herein). Mainstream support in this context means the period during which the vendor makes full support generally available for the operating system version, including the regular release of product enhancements and defect and security fixes, and the provision of full technical support.

The following operating system policy applies to currently-Supported minor versions of Splunk Universal Forwarder only (notwithstanding the Supported Version Timeline detailed above for Splunk Universal Forwarder):

• The targeted Support response times will be limited to the P4 level when Splunk Universal Forwarder is deployed on a compatible operating system version that is under any form of limited support from its vendor.
• Limited support in this context means an operating system vendor-defined life cycle phase following a general support phase, during which product defect and/or security fixes, but not ongoing product enhancements, are offered. If an active support subscription from the vendor is required to receive those product defects and/or security fixes, Customers must have that active support subscription to be eligible for the above described P4 level Support Services.

Support Services eligibility for a Universal Forwarder minor version on an operating system version past the end of mainstream support ends the sooner of:

• The End of Support of that Universal Forwarder minor version, per the standard timelines for that version, or
• The end of Customer’s active subscription to the applicable vendor support offering, or
• (12) twelve months from the vendor-declared end of life of that operating system version, even if the vendor continues to offer support programs for that operating system version beyond that date.

Japanese language technical support for Splunk Cloud Platform

Customers can purchase Japanese language support as an add on to their Splunk Cloud Platform Standard support contract. Once purchased, technical support in Japanese will cover P2, P3 and P4 issues and will be available during normal business hours of 9AM to 5PM Japan Standard Time on business days. For P2, P3 and P4 technical support issues outside of normal business hours, support will default to the English language.

All P1 issues, at all times, will default to the English language to ensure quick response and round the clock incident management.

Service levels for Japanese language support will follow the underlying support plan and can be found here. Japanese language support is available only for Splunk Cloud Platform and only for technical support issues. Issues not related to technical support (Example: Change requests, Entitlement queries etc.) will be answered in English only.