Splunk Customer Service and Technical Support

Engineercb47
Engineering Manager at a manufacturing company with 10,001+ employees
We do deal with technical support on an ongoing basis. They can definitely do better from a technical point of view. Their only purpose working onsite is to make sure that our massive set of Splunk clusters are online, and the clusters are tuned well enough to work well. We would expect the technical support people onsite to be subject-matter experts of Splunk. We have seen in a few areas where we have been left wanting more, wherein some of our engineers happen to know more than them in terms of some of the query optimizations, etc. This is where we think there is a fair amount of improvement that can be done. View full review »
Colt Rodgers
Infrastructure Engineer at Zirous, Inc.
I have not personally dealt with customer service/technical support. View full review »
Kenn Brodhagen
DevOps Engineer at Amplify
I haven't used the technical support. View full review »
Tony Fabrikant
CTO at IHS Markit
Our internal tools team did work with the Splunk support team extensively. I was not directly involved, but from my point of view, they were able to fix and resolve issues within a day or less, so they have been okay View full review »
Gavan McLaughlin
Application Engineer at Expedia
I don't engage with the support directly. Another member of my team does. Any time that we have needed support, he hasn't had an issue opening a ticket and receiving the help that he needs. View full review »
david hourani
Lead Splunk Architect at a financial services firm with 10,001+ employees
In my opinion Splunk has three levels of support. First level is their forum (Splunk Answers). The Forum is very rich and solves 90% of the issues that can be encountered. Then comes the real technical support team that replies quite fast, depending on the SLA. Finally comes the professional services team, which provides a very advanced level of expertise and can solve any issue. View full review »
Gregg Woodcock
Consultant at Splunxter, Inc.
It used to be great (but perhaps that was because my employer at the time was a key prospect in a vertical where Splunk had no customers) but Splunk support is definitely a victim of Splunk's explosive growth. The first tier support is as bad as it is most places and getting worse all the time. If you KNOW your problem is not run of the mill, ask for escalation immediately. Also the clock on the case does not start until somebody adds a note to the case so always call in and ask if they got your diag file (always attach a diag) and the person who answers will have to add a note to the case which will start the clock. View full review »
Kent Farries
Security Architect at a energy/utilities company with 1,001-5,000 employees
Technical support is excellent. They also have Splunk Answers, which is community driven and it great. View full review »
Sam Osborn
Software Engineer at Tableau Software
I have not used technical support. View full review »
Michael Kaericher
Application Engineer at a financial services firm with 5,001-10,000 employees
Most of my interaction is with the user community, which is how Splunk wants it. When I need help, that community is very hit or miss. View full review »
Yosef Tavin
Devops Engineer at Controlup
Their support is pretty good, but not amazing. Although we have our own in-house Splunk expert who worked for Splunk themselves for a few years, we do not really need external support that much. We basically use them for licensing stuff. The forums are pretty thorough, so technically we have not had much need for support. View full review »
Amir Jalilzadeh
Java Developer with 201-500 employees
For us, technical support has been good. Splunk has good documentation and it is really easy to work with Splunk and the Splunk community. View full review »
Robert Bailey
Owner with 1-10 employees
Customer Service: Excellent. I didn't call often however, when I did they pretty much solved my problem. Technical Support: Excellent. I didn't call often however, when I did they pretty much solved my problem. View full review »
Jerry Castille
Chief Architect at Pathmaker Group
I haven't heard any complaints about the technical support. View full review »
Troy Landers
Specialist Master, Cyber Risk at a tech vendor with 10,001+ employees
Technical support is excellent! It is of top notch level. The customer support folks really know their stuff, the turnaround is fast. View full review »
Engineer9887
Engineer at a integrator with 11-50 employees
Their technical support is good. View full review »
Christopher Mooney
Incident Manager at a tech services company with 201-500 employees
The community (Splunk Answers/Slack Channel/User Groups) can help get you started. View full review »
Tomi Juslin
QA Lead at a financial services firm with 11-50 employees
I have not used technical support. View full review »
Ken Orr
Security Engineer at a tech services company with 501-1,000 employees
It has been a weak point, but has improved over the years. It can be tough to get a hold of somebody depending on the complexity of the issue. View full review »
Security1747
Security Architect at a comms service provider with 10,001+ employees
Other teams have told me that the technical support is pretty good. View full review »
MS Alam
System Administrator at Abdullah Al-Othaim Markets
I have received a very good response from support that I have not seen in more than 10 years of my experience. View full review »
Madison Moss
Splunk Architect at a aerospace/defense firm with 5,001-10,000 employees
On the technical side, it would be nice to see aspects of the recent acquisition of Phantom make it into the core Splunk Enterprise, not just become a part of the premium Enterprise Security. View full review »
Rudi Wicaksono
Architecture and Security Team Leader at Offshore North West Java (ONWJ)
Splunk needs local technical support. View full review »
seniorcl859464
Senior Cloud Operations Analyst at a tech vendor with 1,001-5,000 employees
The support team is very competent. View full review »
John Hluboky
SVP, Technical Operations at a tech vendor with 201-500 employees
Customer Service: The customer support team at Splunk is very good. Technical Support: The technical support team at Splunk is highly responsive and knowledgeable. View full review »
SenNetwork4433
Senior Network & Security Architect at a insurance company with 501-1,000 employees
The tech support response time could be a bit better. Sometimes I need to wait more than 24 hours for a response to my tickets. View full review »
ParampreetSingh
Account Manager at a tech services company with 10,001+ employees
Professional support is great, but too expensive. Otherwise content published over website is good. View full review »
Scott Odle
Business Intelligence Developer at a university with 10,001+ employees
Support is quick and competent. View full review »
Mick
Sr. Production Support Analyst at a energy/utilities company with 501-1,000 employees
The user community is extremely beneficial, particularly with Splunk Answers and the Slack User Groups. View full review »
reviewer860955
Java Technical Lead at a insurance company
Not even Splunk's support guy, who came to our firm, could help with defining proper role management. View full review »

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