Splunk Support Sample Clauses

Splunk Support. Customer’s Order will identify one of three levels of Support: Standard, Enterprise or Global. Every level of Splunk Support provides telephone support, online documentation, web forums, email and a web-based portal for submitting cases and tracking case status. Support cases are handled based on case priority levels as described in Section 2.6.2. When submitting a case, Customer will select the priority for initial response by logging the case online, in accordance with the priority guidelines set forth in Section 2.6.2. When the case is received, Splunk Support may change the priority if the issue does not conform to the criteria for the selected priority and will provide Customer with notice (electronic or otherwise) of such change. Splunk Standard Support means in the first forty-five (45) days from delivery of the Purchased Software, Splunk will provide an Initial Response and Acknowledgement for P3 issues only and will provide Software updates, when available. For Splunk Enterprise or Splunk Global Supports, Splunk will respond to support requests and will provide workarounds or fixes in accordance with the guidelines set forth in Section 2.6.3. Splunk Global Support also provides a dedicated resource to contact for meetings as frequently as weekly to monitor Customer’s support issues; to provide additional status reports and metrics; and to coordinate and execute a quarterly account status review at a mutually agreeable time. For a summary of the different support programs, please visit: xxxx://xxx.xxxxxx.xxx/en_us/support-and-services/support-programs.html.