Customer Success Programs

Supporting Our Customers & Driving Their Success.

Even the most savvy customer will need a little help. Whether it's error messages, unexplained or unexpected behaviors, or incidents and outages, Technical Support is the first line of defense for all of your post-sales issues. Our Splunk Support Engineers will partner with you to ensure your environment is optimized to drive your journey with a focus on long-term technical health so you can realize your ROI as soon as possible.

Standard Versus Premium Support

For customers who opt to purchase premium support, shorter SLAs and longer coverage hours are available.

	Standard	Premium

	Standard	Premium
New versions/updates/fixes	✓	✓
Access to Documentation	✓	✓
Access to knowledge base	✓	✓
Live Product Roadmap	✓	✓
Online Case Submission (Business Hours)	✓	✓
Online Case Status	✓	✓
Response Time Targets	✓	✓
Phone Support	✓	✓
Faster Initial Response SLA		✓
Direct Access to Advanced Support Team		✓
24/7 Availability	P1	P1 & P2

Response Time SLAs & Priorities ¹

The response time, and targeted resolution times are based on the priority of the call which in turn is based on the nature of the problem, and the impact it has on either the PowerConnect solution, or the SAP system pending confirmation by SoftwareONE that the incident meets the criteria below.

	Incident scope and severity		Standard	Premium

	Incident scope and severity		Standard	Premium
P1	means an Incident wherein major functionality of the Software is not functioning, accessible or operable by customer and there is no workaround - for example, the Software operates slowly, there is access congestion or content errors.	Availability	24/7 x 365	24/7 x 365
		Response Time	2 hours	30 min
		Incident Update Time	Daily	1 hour
		Targeted Fix/ Workaround Times	1 business week	24 hours
P2	means an Incident wherein major functionality is severely degraded to the point where customer is unable to use the Software efficiently.	Availability	8:00 AM–5:00 PM business days	24/7 x 365
		Response Time	1 business day	1 hour
		Incident Update Time	Weekly	4 hours
		Targeted Fix/ Workaround Times	1 business week	1 business week
P3	means an Incident wherein the Software is functioning, but that some non-essential component of the Software is not functioning or where functionality thereof is degraded.	Availability	8:00 AM–5:00 PM business days	8:00 AM–5:00 PM business days
		Response Time	2 business days	4 hours
		Incident Update Time	None	1 business day
		Targeted Fix/ Workaround Times	Next release	Next release
P4	means any Incident that is not classified as Severity Level 1, Severity Level 2 or Severity Level 3 including enhancement requests.	Availability	8:00 AM–5:00 PM business days	8:00 AM–5:00 PM business days
		Response Time	2 business days	1 business day
		Incident Update Time	None	Weekly
		Targeted Fix/ Workaround Times	N/A	N/A

1 - T&C to be eligible for support are outlined in the EULA.