![]() ![]() Recently, when we had a meeting with our NEW rep we had a laundry list of complaints, (one of which that we only had one support entitlement.) He then said we were actually entitled to two with the 5GB license, but has yet to give us a second one (even though we've asked several times). We asked about additional support entitlements each time, and were told we didn't qualify. We've upgraded our license twice since we started (1 GB to 2 GB to 5 GB). ![]() To get support we have to put in a ticked under his name, and maybe he'll forward the emails to us, but maybe not. Also, because my boss originally had the entitlement put in his name and he doesn't deal with support we tried to get it changed (also no luck). We were NEVER offered more than one entitlement. I'm actually not even sure if they'll ever deliver if you do. If you don't bite, then you don't get a new support entitlement. Then the conversation turns to them trying to up sell you to the next level. They call you back and say they're replying to the request. And there, you can get a mix of peer customers, support, pro serv, and the occasional developer who wrote the code in question. Between IRC (#splunk on EFNet), the Usergroups Slack chat, Splunk Answers, and other community programs there are so many resources who are willing to help quite a bit. You shouldn't need much help at all getting a small pilot system going.Īlso don't forget that Splunk has a relatively vibrant community who is willing to help. But if your goals are more modest and you're running into specific issues, then they'll be able to help more. If the first thing you try to build is a 60 indexer cluster over 3 different data centers and 15,000 forwarding agents in the wild - they'll suggest that you talk to PS. Whether or not they will be able to help you with setup questions is largely a question of complexity. One thing about support is they use Splunk themselves a lot in their day to day job - the things in the old Splunk-on-Splunk app and in the new Distributed Management Console are designed with support's own experience in helping customers solve issues. The support folks are very good at what they do, in terms of understanding complex issues and helping you to resolve them. I don't think this is a question of "good", but more of what is in scope or not in scope from a support point of view. ĭisclosure: I work for a Splunk partner, doing Professional Services. We've got a strong community and i've never worked anywhere where the customers were so helpful and inclusive, but i'll let other folks speak for that if they want. I highly recommend that you start by reviewing the extensive documentation and becoming familiar with Splunk Answers, our Stack Exchange-style Q&A site. if you've got a large and/or complex deployment to plan, there's a lot of documentation for that too, but you might want to engage some professional services as well. if you've got a simple installation, you can absolutely do this by following the documentation. However, they will not hand-hold you through installing or configuring the product. ![]() they will spend time on the phone and help you diagnose a problem and work around it, up to and including filing a bug and working with the sustaining engineering team to fix it in a future release. they will help you if you find a bug or some otherwise bad behavior in the product. I'm a Splunk employee, and work closely with Support. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |