Not everyone in your organization can open support cases. Under each Support Program, you are entitled to designate a specific number of Support Contacts—individuals authorized to submit cases and communicate with Splunk regarding support matters .
The number of Support Contacts is based on your Offering Capacity and Support Program, as identified in the customer entitlement information on the Splunk support portal. You must provide the primary email address and login ID for each Support Contact. Splunk strongly recommends that Support Contacts are trained on the offering.
Real-World Contract Examples
Understanding how support agreements function in practice is helpful. Here are two real examples from public sector contracts.
UK Ministry of Defence
In July 2025, the UK Ministry of Defence awarded a £2,754,244.90 contract for a 12-month Splunk Enterprise Agreement extension . The contract supports “realtime searching, monitoring and reporting threats” across MOD operations. This illustrates the scale of investment required for enterprise-level Splunk deployments.
TAFE South Australia
In March 2024, TAFE SA sought to purchase “1x Splunk Cloud with 100 GB per day ingestion with Standard Success Plan” . The Standard Success Plan aligns with the Standard Support tier described earlier, including phone support and response time targets.