Splunk’s legal structure is built on a master agreement model with several integrated components :
| Document | Purpose |
|---|---|
| Splunk General Terms (SGT) | The master agreement that applies across all offerings. You contract once. |
| Specific Offering Terms | Additional terms for particular products (e.g., Splunk Cloud, Observability). |
| Support Terms | The specific terms governing support services—the focus of this article. |
| Security Terms | Data protection measures, including SOC 2 and ISO 27001 certifications. |
| Privacy Terms (DPA) | GDPR-compliant Data Processing Addendum and US privacy law compliance. |
Customers do not sign a separate “support agreement” in isolation. Instead, the Support Terms are incorporated by reference into the General Terms, and the specific Support Program you purchase is identified in your order .
Support Programs: Base, Standard, and Premium
Splunk offers multiple tiers of support, each with different response times and access methods. The available programs vary by product .
Base Support
Base support is the entry-level tier. It typically includes:
- Access to documentation and Splunk Answers (community forum)
- Online case submission and case status tracking
Standard Support
Standard support adds critical features for production environments:
- Phone support for urgent issues
- Response time targets (SLA-based)
- Ability to upgrade to new major versions
Premium Support
Premium support is available only for Splunk Observability Cloud customers . It includes:
- All Standard features
- Faster initial response targets
- Priority ticket handling
- 24/7 availability for P1 (critical) and P2 (high) priority cases
- Live in-product chat during business hours
The specific case priority guidelines determine how quickly Splunk responds based on the severity of your issue .