Follow-the-Sun Support Built Around Your Organization
When you need help with installation, operation, and use of Puppet Software, our follow-the-sun model ensures you have coverage during your business day.
Choose From Two Levels of Support
Standard Support
Our standard support provides coverage Monday – Friday, 8am–6pm local time, across the North and South America, Europe, the Middle East and Africa, and Asia Pacific and Japan.
Premium Support
Organizations with business-critical environments that can’t risk down-time prefer our Premium Support option, including 24x7 coverage for blocker-severity cases.
Compare Standard and Premium Support
Support Feature | Premium Support | Standard Support |
Blocker initial response | 1 hour | 1 business hour |
Critical initial response | 4 hours | 4 business hours |
Major initial response | 12 hours | 12 business hours |
Minor initial response | Next business day | Next business day |
Support response hours | 24x7 | Monday through Friday, 8 a.m. to 6 p.m. in the contract address time zone |
Phone submission | 24x7 for blocker cases | Not included |
Online portal | 24x7 | 24x7 |
Support contacts | Unlimited | 4 named contacts |
Cases per calendar month | Unlimited | 5 |
What is Covered?
- Resolving issues related to installation, runtime behavior, and agent behavior.
- Investigating product defects, bug fixes, and Common Vulnerabilities and Exposures.
- Advising when Puppet Professional Services may be better suited to assist with work beyond the technical support scope.
- For Puppet Core, support is limited to troubleshooting infrastructure components, including Puppet Server, PuppetDB, Puppet Agent, and Facter.
FAQs
Log into your account in the customer portal to open a ticket. If you do not have an account in the customer portal, you can visit https://portal.perforce.com/s/contactsupport for more information.
Following root cause analysis, if an issue is determined to be outside the scope of a product defect, bug fix, or CVE. For issues such as custom code, configuration design, or workflow optimization, our team will advise on how Puppet Professional Services can assist. This may include code refactoring, module development, architecture review, or advisory services tailored to your Puppet environment.
- Custom Puppet code development, refactoring, or code reviews.
- Third-party software integrated with a Puppet Core solution.
- Deliverables produced during a Professional Services engagement.
Give Your Team Access to Puppet Expertise
Whether you need help resolving a product issue or protecting a business-critical Puppet environment, there is a support plan designed for your needs.