How can I get in touch with Support?

[elusive]

I know I have enterprise entitlement but I am new and I don't know how to submit case or get in touch with support.

[elusive · Accepted solution]

If your account has a valid entitlement and you are new, first you must sign up https://www.splunk.com/page/sign_up

Then have one of your team member contact account manager to add you to the account and entitlement.

Although right after you sign up you can submit a case, without proper entitlement your case is invisible to support team so we may not get to it. Therefore it is important that you engage account manager to have you setup.

Once you are setup correctly, you should be able to access Support > Support Portal and click on "Create Case" to submit case. Please make sure you select proper entitlement when submitting a case and provide as much detail as you can provide.

If you are encountering production down time, after you submit a case and you have the number handy, call available hotline number posted here http://www.splunk.com/view/SP-CAAAHJ6

if you are encountering errors accessing Support > Support Portal contact your Account Manager to have it fixed.

[elusive]

Hello newbiesplunk. usually the account managers would be the sales person you work with. If you have a member in you team who works with Splunk support would know who the account manager is. Also, if you have problem logging into Support Portal, your team member can submit a case with Splunk Support team to have your access fixed. Hope this helps.

[newbiesplunk]

this would be useful, tks.

[elusive]

Hello newbiesplunk. usually the account managers would be the sales person you work with. If you have a member in you team who works with Splunk support would know who the account manager is. Also, if you have problem logging into Support Portal, your team member can submit a case with Splunk Support team to have your access fixed. Hope this helps.

[newbiesplunk]

i also encountered this acct manager issue, so when you mentioned account manager, what does it mean?Who is the account manager, if it from Splunk or from the vendor that i purchased my license from? thks

[MuS]

Hi elusive,

as addition, here is a good doc about How to file a great Support case

cheers, MuS