A support agreement is a two-way street. Splunk’s obligations are contingent on your cooperation and compliance.
Required Assistance
If you report a defect, Splunk may require you to provide :
- A general description of your operating environment
- A list of all hardware components, operating systems, and networks
- A reproducible test case
- Log files, trace files, and system files
Failure to provide this information may prevent Splunk from identifying or fixing the purported defect.
Support Exclusions (Customer Generated Errors)
Splunk has no obligation to provide support for issues caused by :
- Modifications to Splunk software not made by Splunk
- Use of the software other than as authorized
- Damage to the machine on which an on-premises product is installed
- Use of a version other than the supported version
- Third-party products not expressly noted as supported in the documentation
- Conflicts related to replacing or installing hardware, drivers, or software not expressly supported
If Splunk determines your support request falls into one of these categories, it will notify you. If you request that Splunk provide support for the Customer Generated Error anyway, Splunk may invoice you at its then-current time and materials rates .