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Support Service Levels

Expert help from professional engineers
As our customer, you’re at the top of our list with guaranteed response times, a support portal with a current knowledge base, and professional engineers to support your Puppet solution. We offer two support service levels: Premium and Standard. Every product license includes Standard support from day one. Our support is industry leading and customer focused.
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Premium support

Premium support is the best choice if your business is global, spans multiple geos, or is critical and requires around the clock support. This plan gives you access to hundreds of current knowledge base articles and the ability to open support cases at our support portal.

Premium support includes everything available in Standard support plus extras:

  • Open unlimited cases at our support portal
  • 24 x 7 x 365 service level agreement (SLA) response times*:
    • Priority 1: 1 hour
    • Priority 2: 4 hours
    • Priority 3: 12 hours
    • Priority 4: Next business day
  • 24 x 7 x 365 phone support for Priority 1 issues
  • Unlimited technical contacts
  • Training vouchers: Two vouchers for Puppet Enterprise customers with under 500 nodes, four vouchers for Puppet Enterprise customers with 500 nodes and above

Contact us to add premium support to your Puppet product license.

*Support offices close during local company holidays.

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support standard TC

Standard support

Every license includes Standard support from our team during local business hours, typically from the team in your geo. This plan gives you access to hundreds of current knowledge base articles and the ability to open support cases at our support portal.

Standard support includes:

  • Open up to 5 support cases per month at our support portal
  • Business hour service level agreement (SLA) response times*:
    • Priority 1: 1 business hour
    • Priority 2: 4 business hours
    • Priority 3: 12 business hours
    • Priority 4: Next business day
  • Business hours: Monday – Friday 8am – 6pm in your time zone
  • Up to 4 technical contacts

*Support offices close during local company holidays.

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Technical Account Management

Want more? A Technical Account Manager (TAM) is a dedicated advisor who works collaboratively with you to meet your business goals with our products. Your TAM will engage with Puppet’s engineering, product management, and customer success teams on your behalf as your spokesperson.