Under a Splunk Support Agreement, you are entitled to several concrete services .
Technical Support is delivered via web portal and, depending on your Support Program, by telephone. Support is provided by Splunk’s technical support team during the regional hours of operation for your program. Unless you are in a location with localized support, services are delivered in English.
Enhancements—which include software updates, upgrades, and bug fixes—are provided when available. Splunk’s support policy details the timelines during which specific product versions are eligible for support, including the schedule for end of support and supported versions .
Defect Resolution works as follows: If Splunk determines that an offering has a defect, it will, at its sole option, either repair the defect in the version you are currently using or instruct you to install a newer version with the defect repaired. Splunk reserves the right to provide a workaround instead of fixing a defect if it determines that is more effective .
The Critical Version Support Policy
One of the most important clauses in any Splunk support agreement concerns supported versions. Splunk does not support every version indefinitely.
Under the standard policy, Splunk provides full support—including bug fixes—only on:
- The current major release
- The immediately prior major release, OR
- Twenty-four months from the current major release (whichever is longer)
If your support agreement expires, you receive only maintenance releases (not full support) . This creates a powerful incentive to maintain an active support contract.