topic Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case ! in Splunk Search

It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

baroudiem — Mon, 07 Jan 2019 13:19:33 GMT

Hello splunkers,

I tried to submit a new case but unfortunately i got this error : "It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case. If you believe this is an error, please contact 1-855-SPLUNK S, or consult https://www.splunk.com/en_us/about-us/contact.html#customer-support for a country specific Support phone number and we can resolve any contractual data integrity issues.

All users are welcome to post questions and answers to https://answers.splunk.com/
If you would like to purchase a Support contract, please consult your local sales person who can be found at https://www.splunk.com/en_us/about-us/contact.html#sales "

Can anyone help me please ?

Thanks,
Emna.

Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

nickhills — Mon, 07 Jan 2019 14:59:14 GMT

Asking a silly question... do you have a support contract with Splunk?

Your entitlement to open support cases is linked to your splunk.com user ID.
If your organisation has a support contract, you need to get your splunk.com ID linked to that support agreement before you can raise cases.

An existing admin at your org should be able to add you, or failing that your account manager should be able to arrange for your entitlement to be set

Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

baroudiem — Mon, 07 Jan 2019 15:33:49 GMT

1- Yes we do have a support contract
2- The Administrator is facing the same activation contract issue so he is not able to add me or raise a case for that
should we call splunk ?

thanks

Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

nickhills — Mon, 07 Jan 2019 15:41:12 GMT

Yes, I would call your account manager who should be able to get it resolved.

If you call the splunk support number you may have the same initial issue, but I'm sure they can help you work it out.

Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

baroudiem — Mon, 07 Jan 2019 15:56:36 GMT

Thanks Nick that would help us
Do you need the company 's info to contact the account manager ?

Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

nickhills — Mon, 07 Jan 2019 16:33:59 GMT

Yeah, give sales a call, tell them who you are and they should be able to hook you up with your account manager.
If you bought through a re-seller you might have to reach out through them

Re: It appears you do not have an active Support Contract or entitlement and as a result, cannot open a Support case !

baroudiem — Tue, 22 Jan 2019 13:35:15 GMT

the re-seller has resolved the issue from his side
thanks