Puppet Customer Handbook

When you buy a Puppet product, Support credentials are generated and sent to you by email. If you can’t find the credentials email, please check your spam folder and email filters. If you didn’t get an email with credentials, or you no longer have the email, please fill out and submit the lost credentials form to let us know you need help.  

You will hear back from us within one business day. We’ll send an email with the subject line “Welcome to Puppet” that has a link you can use to create credentials, and a link to a ticket where you can let us know if you are having an issue with a Puppet product.  

If your colleagues need access to the Support Portal, open a ticket. Make sure to include the following information for each colleague you’d like added:  

• email address  

• given (first) name  

• family (last) name 

When colleagues leave your organization, change roles, change names, or change their email address, open a ticket and we’ll take care of the changes. 

If you don’t have Support credentials, please fill out and submit the lost credentials form to let us know you need help. If you have credentials but are having issues signing in or using the portal, learn how to resolve it.  

We offer support by telephone and via the Support Portal.  

Telephone 

Support is available via telephone 24 x 7 for Premium Support Priority 1 (P1) tickets. We have a toll-free US-based phone number and local non-US phone numbers. Regardless of your region, the time, or the phone number you call, you’ll reach the same support queue, answered by our Global Support Team. 

Support Portal 

At the Support Portal, you can search our Knowledge Base to check for help with your issues. Our articles might either solve your issue, or help you gather more information so that Support can close your ticket more quickly.  

All Support customers can get help from our team in their own time zone from Monday to Friday 8 a.m. to 6 p.m. by opening a ticket at the Support Portal. Premium Support customers can open a ticket 24 x 7 for Premium Priority 1 tickets. 

When you open a ticket, fill out as much information as you can so that our team can help you find a solution.  
Let us know: 

• The business impact of the issue 

• When the issue started 

• If you made changes recently, including upgrades 

• If there was a major incident that occurred prior to the issue 

• The last few commands entered, or buttons clicked, before the issue occurred 

• Troubleshooting steps that you have taken 

• Error messages 

• Integrations and modules you are using 

When you submit a ticket, you will get an email letting you know that your request has reached us. The team will reply when they have reviewed your case. You will hear back within your service level agreement response time. 

Our team provides global support. Support engineers are available in your time zone from Monday to Friday 8 a.m. to 6 p.m. for all requests and 24 x 7 for Premium Priority 1 tickets.

Support is available 24 x 7 for Premium Priority 1 tickets. 

If you are concerned about how one of your tickets is being handled, or you need to expedite a ticket because the issue has gotten worse since you opened it, please contact us through the Support Portal or via your account manager. 

To view tickets you opened, log in to the Support Portal with your credentials. In the upper right corner of the Portal, click on your name, and then click on My activities.  

To include other people in your organization on a ticket, add their email in the CC field when you open or reply to a ticket. Only people who are also Puppet Support contacts can be CC’d and get access to tickets. To view tickets you are CC'd on, in the upper right corner of the Portal, click on your name, click on My activities, then click the Requests I’m CC’d in tab. 

If your colleagues need access to the Support Portal, open a ticket. Make sure to include the following information for each colleague you’d like added:  

• email address  
• given (first) name  
• family (last) name 

You can also view all your organization’s tickets by request. Log in to the Support Portal with your credentials. In the upper right corner of the Portal, click on your name, and then click on My activities. If you can’t view your organization’s tickets under the Organization requests tab, ask your account manager to set up access to all your organizations’ tickets for some or all of your Puppet Support contacts.  

Support business hours are Monday to Friday 8 a.m. to 6 p.m. in your time zone. 

We provide two levels of support: Premium and Standard. Premium support has 24 x 7 service level agreement (SLA) response times for Priority 1 tickets. All other requests are worked from Monday to Friday 8 a.m. to 6 p.m. in your time zone. 
 
In observance of local holidays, Priority 2, 3, and 4 responses for all Support customers may occur the next business day. We have Support available for Priority 1 requests per your support entitlement. 

• Priority 1: Critical production Puppet functionality is inoperative or severely degraded. No workaround is available. P1 support is not available for end-of-life versions of software. Response time is 1 hour for Premium support customers and 1 business hour for Standard support customers. 

• If you have a Priority 1 issue and Premium support, please call us 24 hours a day, 7 days a week. We have staff available to work priority 1 issues around the clock, please have your team’s contact information ready for us. 

• If you have a Priority 1 ticket and Standard support, please add Priority 1 to the Subject field. 

• Priority 2: Puppet functionality or performance is significantly degraded. A workaround may be available. Response time is 4 hours for Premium support customers and 4 business hours for Standard support customers. 

• Priority 3: Puppet functionality or performance is not significantly degraded. A workaround may be available. Response time is 12 hours for Premium support customers and 12 business hours for Standard support customers. 

• Priority 4: Puppet is functioning and performing as normal. Use this priority level for a question or informational request. Response time is by the next business day. 

Enterprise software 

Puppet Enterprise: Learn which versions of Puppet Enterprise are supported, and more about end-of-life dates. Our team can also help you with supported Puppet Enterprise modules.  

Continuous Delivery for Puppet Enterprise: version 4.x  

Comply: We support Puppet Comply.  

Compliance Enforcement Modules (CEM): We support CEM. 

Puppet Application Manager (PAM): We support non-legacy architecture versions of PAM used to manage install, access, and manage your Puppet applications. 

Open source software 

We support our own open source products in conjunction with enterprise Support software as follows: 

Bolt: We support Bolt 1.0 and later with other supported Puppet products. However, we don’t support Bolt custom code. If you’re not sure if the issue is with your code or not, submit a ticket, and we’ll help you determine where the problem is. You can ask for help with your code from our community in Slack. 

Puppet Development Kit (PDK): We support PDK, but not the code created with it. If you use PDK to write code that doesn’t work but your code passes rspec testing, submit a priority 3 ticket so that we can help you figure out if there is an issue with your code. If you use the PDK to write code that doesn’t work, and your code fails rspec testing, it is likely that you have a code issue. You can ask for help with your code from our community, our Slack, and the pe-users mailing list. 

Support for end-of-life software 

For Support requests for end-of-life (EOL) versions of software, our team replies based on your ticket priority and entitlement SLA, making a best effort to assist you. We use available content to troubleshoot unsupported versions and configurations but will not create new content. We are unable to recreate your EOL environment. 

We do not provide follow-the-sun or Priority 1 support for end-of-life (EOL) versions of software. If you open a Priority 1 ticket on an EOL version, we will change it to Priority 2. 

Once a version has reached EOL, there is no longer an escalation path for feature improvements, bug fixes, or security patches. Other Puppet teams will not engage on EOL versions of products, so there is no escalation to engineering. 

The first course of action for an issue with EOL software is likely to update to the latest product version. We encourage you to contact our community for help and to check documentation on our main docs page and our docs archive for EOL versions of our products. 

End-of-life versions of enterprise software 

Puppet Enterprise: Learn which versions of Puppet Enterprise are supported, and more about end-of-life dates. 

Continuous Delivery for Puppet Enterprise: Version 3.x and earlier are no longer supported. 

• Download Puppet Enterprise and install it using our documentation. 
• Install Puppet Application Manager  
  • For Continuous Delivery for Puppet Enterprise 
  • For Comply 
• Install Continuous Delivery for Puppet Enterprise 
• Install Comply 
• CEM is available via Forge Premium content. Get your software using the instructions on the About Premium Content page and install it using steps in our documentation to Install CEM for Linux or CEM for Windows 

Puppet Enterprise: To manage 11 or more active nodes, purchase and install a license. Contact our sales team to purchase a new license, or to upgrade, renew, or add nodes. If you purchased a license and can’t find it, contact your account manager to get help. 

 After you purchase a license and install a license key file, your licensed node count and subscription expiration date appear on the License page in the console.  

Continuous Delivery for Puppet Enterprise (PE), Comply: When you buy Continuous Delivery for PE or Comply, we send you information on downloading your license through the Replicated portal. The portal link that you use to download a license and offline installation package is unique to you. If you no longer have the email, contact your account manager to get your credentials.  

CEM: CEM is available via Forge Premium content. Follow the instructions on the About Premium content page to get access to your software and to get information about the token required to use CEM. If you forget your Forge password, you can reset it. If you can’t reset it, create a Jira ticket, and select Puppet Forge as the project. In the Jira ticket, include the steps you’ve taken and the errors you see. 

Sign up for instructor-led classes on the Education page. Find links to videos, practice labs, tackle boxes, blogs, documentation, our Knowledge Base, and information on how to get Puppet certified on the Puppet education tab.  

Use our documentation to set up and use your product.  

Find CEM documentation here:

• CEM for Linux  
• CEM for Windows 

At the Support Portal, you can search our Knowledge Base to check for help with your issues. Our articles might either solve your issue, or help you gather more information so that Support can close your ticket more quickly. If you need help from us directly, open a ticket at the Support Portal. 

Our documentation is a great place to go to learn more about how to set up and use your products.  

You can get more help from other teams at Puppet or from our community.  

You can level up your Puppet skills with our Education offerings. 

To get help with questions that are outside of Support’s domain, such as custom code, third-party modules, and implementation ideas, you can contact our Professional Services team or join our community.  

If you need help reaching your automation goals and helping your team build and scale your automation strategy, use our Technical Account Management service. 

You can ask questions and connect with other Puppet users in our community Slack. Connect with other customers using Puppet products in the mailing lists for Puppet Enterprise users and Continuous Delivery for Puppet Enterprise users. Check out our community page for more resources. We know you'll learn a lot and enjoy meeting the smart, friendly people who make up the Puppet community. 

If you have issues with open-source software, OpenLogic, a Perforce company, can provide support for it. Contact your account manager to see if OpenLogic can help you.