Self-Service Support Resources
Splunk Industrial IoT support offers a multitude of self-service resources to assist you in resolving issues and finding answers to keep your environment running smoothly. From step-by-step guidance, documentation to Splunk expert and community-sourced solutions, the self-service options guarantee quick results. Splunk Lantern provides outcome-oriented, self-paced guidance to help you achieve your goals faster. Additionally, Splunk Community allows you to ask questions, get answers, share ideas, and connect with like-minded Splunk enthusiasts. Moreover, Splunk Docs provide official documentation and comprehensive resources to help you discover, manage, use, and deploy Splunk software. Lastly, the Splunk Knowledge Base provides a comprehensive collection of knowledge from Splunk technical support engineers to solve common issues quickly.
Support Programs Specific to Your Needs
Splunk Industrial IoT provides a wide range of support services tailored to your specific needs. From support programs and success plans for our core platform and security products to solutions for RUM, Synthetic Monitoring, and Observability, Splunk offers diverse options to cater to your requirements. For US Public Sector customers, specialized support is available, including support for premium solutions like Public Sector On-Prem and Splunk FedRAMP. Splunk On-Call (formerly VictorOps) assists in routing alerts and reducing incident response time, while Splunk Intelligence Management (TruSTAR) helps in creating actionable intelligence by curating, normalizing, and prioritizing threat intelligence sources for a more secure environment. Additionally, Splunk Security for SAP solutions, Attack Analyzer, and Asset and Risk Intelligence (ARI) further enhance your security posture and operational efficiency.
Understanding Support Levels
Splunk Industrial IoT support levels are categorized into Standard and Premium tiers based on the severity and impact of the issue. For critical cases, like a production installation being inaccessible or functionality being largely unusable (P1 cases), the response time is rapid, with availability around the clock. Depending on the severity level, targeted fix/workaround times vary, with P1 cases aiming for a fix within hours or days. For less severe issues like features becoming unusable or not operating as documented (P2, P3 cases), response times are slightly longer with targeted fix/workaround times within the week. For general questions and enhancement requests (P4 cases), response times are reasonable, targeting prompt customer support. Splunk ensures that each support case is handled efficiently, keeping your operations running smoothly.