P4: VP Product Management reviews all enhancement requests quarterly P3: VP Product Management reviews all open bugs quarterly P1: Manager: Immediate / VP: 1 business day Initial Response & Acknowledgment, by case priority P3 = Any other case where a Splunk Cloud Service is not operating as documented or when a Splunk Cloud Service is being used within the purchased aggregate volumes and storage periods, and there is a material degradation in the performance of the Splunk Cloud Service. P2 = One or more key features of Splunk Cloud Service are unusable. P1 = Splunk Cloud Service is completely inaccessible. Customers of Splunk Light delivered as a cloud service are entitled to the support indicated below with *Splunk Light designations.Ĭase priorities are assigned based on the technical importance of the problem. Splunk will respond to Splunk support requests in accordance with the guidelines set forth below. When the case is received, Splunk Customer Support may change the priority if the issue does not conform to the criteria for the selected priority and will provide Customers with notice (electronic or otherwise) of such change. When submitting a case, Customers will select the priority for initial response by logging the case online, in accordance with the priority guidelines set forth below. Support cases are handled based on case priority levels as described below. Splunk provides telephone support (for most products), online documentation, web forums, email and a web-based portal for submitting cases and tracking case status.
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