Splunk Enterprise Security Customer Service and Support
Sameep Agarwal.
Group manager at HCM Technologies
I rate Splunk support 10 out of 10. Splunk has lots of training materials online where our engineers can learn at their own pace. The courses are easy to understand and use simple language. You don't need to learn Java queries. The main reason we rejected QRadar was the fact that it is such a closed solution. If you want to learn something, you have to contact IBM support and request the materials.
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Avinash Gopu.
Associate VP & Cyber Security Specialist at US Bank
The technical support is a bit expensive but they respond quickly.
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Viney Bhardwaj
Sr Manager at Ernst & Young
We have contacted their support many times. Their support is average. We sometimes have a hard time with their support. They are not very reliable, but this is the case with all SIEM products.
View full review »Buyer's Guide
Splunk Enterprise Security
March 2024
Learn what your peers think about Splunk Enterprise Security. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,740 professionals have used our research since 2012.
Praveen-Kadali
Senior Consultant at Ernst & Young
Splunk technical support is good.
View full review »MR
Mark Roeder
Manager, Security Engineering at a computer software company with 1,001-5,000 employees
We don't use technical support.
View full review »
Sathish Suluguri
Splunk SOAR/Phantom at PricewaterhouseCoopers
The support from the Splunk side is very good. They provide the best support.
View full review »
SAURABHYADAV4
Technical Specialist at HCL Technologies Limited
I rate Splunk support 8 out of 10. They're good, but I think there is room to improve because Splunk is the market leader, and they should strive to provide the best possible support.
View full review »
Rishabh Gandhi
Senior Security Analyst at Inspira Enterprise India Pvt. Ltd.
We have not yet contacted Splunk's technical support, but we do get regular emails from them providing some context of updating something or threats and vulnerabilities. They do provide a certain kind of visibility, which I do like. They provide their clients with insights into what kind of threats might be present or what kind of composition they're trying to resolve. They give quite a library of expertise and particular emails.
The documentation side of Splunk is something that I appreciate as a Splunk user. This is something that is not visible in other environments. Splunk has taken a step ahead compared to other SIEM tools in providing context for understanding the documentation of how the tools work and how you can utilize the tools.
There is a great learning website for Splunk users, where they provide sets of videos. A small environment will be deployed for users to test and understand the queries. That is something which Splunk has invested quite heavily in, which is very much appreciated by the users. We can easily learn Splunk from their environment and understand any attacks happening because they've already provided so much of the content library. That is great from Splunk's perspective.
TB
reviewer2239824
Sr Cybersecurity Engineer at a energy/utilities company with 10,001+ employees
I would rate their support a six out of ten because there are times when someone picks up a support case, but they do not know what they are doing. I have to guide them. It is like, "I have already done the research. This is what needs to be done. There you go. Do it." I expect a little bit more from support in terms of having the knowledge upfront.
View full review »SC
Shay Chouker
CSO at a manufacturing company with 1,001-5,000 employees
The technical support is good.
View full review »
Maaz Khalid
Cyber Security Analyst at Rewterz
There have been instances where the response time from Splunk's support team has been slower in comparison to others. I find IBM QRadar and similar solutions to have more efficient support teams. I would rate it five out of ten.
View full review »RK
RajKumar25
Splunk Enginer at UnitedHealth Group
I rate Splunk technical support 8 out of 10.
View full review »
MANISH CHOUDHARY.
SOC manager at a tech vendor with 10,001+ employees
The Splunk technical support is good but their call times differ.
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Jeremiah Anderson
Sr. Cybersecurity Engineer Splunk Architect at Coalfire Federal
Splunk's support is pretty good. I contacted Splunk's support a couple of times. In total, they are helpful, and we are able to get the support where we need it, but unfortunately, it is self-inflicted because we are air-gapped. It takes me anywhere between 45 minutes to an hour and a half to get the logs required. I need to get them sanitized, approved, and transferred over so that I can get them to Splunk. I would rate them a nine out of ten because a couple of times, I found the answer before they did.
They have the best documentation in all of the tech sector, and it is not behind a paywall where you cannot find information. There is certain information in Splunk Knowledge Base under the support page that I believe should be searchable through Google.
View full review »DS
Dimitar Simidchiev
Security Analytics innovation lead at a pharma/biotech company with 10,001+ employees
I rate Splunk support seven out of 10. There is a little room for improvement. We always start with junior support engineers who lack the experience to deal with complex issues, which are the only problems we ever contact support about. Our staff members can handle most minor issues.
We typically need to escalate, and we've had an excellent experience with the higher-level engineers. Those qualified engineers are scarce, so I can imagine a situation where two big Splunk customers have significant problems simultaneously, but there aren't enough available technicians. Splunk has the right people but maybe not enough of them. The process could also be improved.
View full review »
Niranjan N
Sr Analyst at ATOS
I rate Splunk support 10 out of 10.
View full review »LC
reviewer953235
Security Engineer at a recreational facilities/services company with 10,001+ employees
Their technical support sucks.
My engagement with their technical support was for a product which they basically took over from an open source product and they just seemed to not be able to figure out why it's not doing what it's supposed to do. The number of times I've had to engage with Splunk for solutions has been for a couple of use cases. And in every one of those use cases, support was very painful. It took a very long time and it seemed like they were more interested in burning their queue volume than actually satisfying me as a customer.
I work in higher ed. Here in higher ed., it costs us a lot of money to run it. The support from the company that you spend a lot of money with is pretty poor. I get most of my support through the Splunk sales folks because they seem to know more and they're more incentivized to keep me as a customer. When I call in to open a ticket with Splunk support, they really don't know, and this is going to sound terrible, they don't really care whether I have a 50 Meg license or a 50 petabyte license. If it's not on their workflow, their pre-programmed triage, they can't do it.
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Balamurali Vellalath
Practice Head-CyberSecurity at ALTEN calsoft Labs
In terms of technical support, we don't have any issues, as the professional services which they have extended to us are very, very good. We're able to manage many of the critical issues with their support. I'd say we are definitely satisfied with the level of service provided.
View full review »JG
Jesse Gan
IT Director at Administrative Office U.S. Courts
In our company, we have a Splunk consultant who is very good at providing a solution. So far, I have not had any problem that is unresolved. I would rate their support a ten out of ten. In this industry, there is good support, and there is bad support. Splunk's support is more like Cisco's support. It is pretty good.
View full review »YT
reviewer2227935
Regional Sales Manager at Redington (India) Ltd
The technical support is very good.
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Sagar Shubham
Senior Software Engineer at Wipro Limited
The Splunk support team is helpful. For complex issues or on-demand requests, we raise cases with them. On-demand requests requiring impactful solutions are paid. However, for UK-based users, standard support is free and usually resolves issues efficiently. In some cases, the support team rushes to provide a solution without even looking at the issue.
View full review »OO
Oluwaseun Oke
Owner at Py Concepts
Technical support is good.
View full review »KC
reviewer2239917
IS Engineer at a hospitality company with 10,001+ employees
I have never had an issue with Splunk’s support team. Every time I ask a question, I usually receive really quick responses. We are in the middle of a migration, and the engineers helping us migrate to Splunk Cloud have been fantastic every step of the way. They provide really rapid and complete answers when we ask questions.
View full review »BC
Bryan Castleberry
IT Specialist at a government with 10,001+ employees
I only reached out to our Splunk contacts, but my team reached out to Splunk's support team. I have not had any issues where they told me that they did not get the support they needed. They might take time to figure out what the issue is, but overall, I would rate their support a ten out of ten.
View full review »
Sneha Golhar
Senior Engineer at Wipro Limited
The support team is supportive and quick to respond.
Splunk offers Platinum, Gold, and Silver support. With the Platinum package, they respond within two hours.
View full review »
Kiran Kumar.
Lead Administrator at Wipro Limited
We open cases on behalf of our customers with Splunk. If the technical support resolution is not up to par, we request a meeting call to work with the support team and resolve the issue for our client.
View full review »SK
Shakti Kumar
Senior Engineering Manager at Happiest Minds Technologies
If something doesn't work, we reach out to the support team. The support provided by the team is great. The support is part of the entitlements in the license we buy.
View full review »ST
Surya Teja
Information Security Analyst at Apcfss
I rate Splunk support nine out of 10. Their support team is excellent. We schedule calls with them when we have issues. They typically rectify any problems in eight to 12 hours. At most, it will take a week to fix an issue.
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Vikas Dusa
Cyber Security Trainer and Programmer at Freelancer
The technical support team is good.
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Nagendra Nekkala.
Senior Manager ICT & Innovations at Bangalore International Airport Limited
The technical support is good.
View full review »MA
MS Alam.
System Administrator at Nournet communications
The technical support provides good resolution.
View full review »JB
Reviewer343335
Security Engineer at State of Nevada
Splunk support is very communicative about our concerns. That said, the answers I've gotten back don't make sense. I'm not sure if they communicated our issue in the right way or if they misunderstood, however, they did not correctly address our issue. In the end, we do have a good dialogue. I now expect that they will misunderstand the problem on the first round and we have to go back and forth. The effort is there to try to understand.
View full review »HC
reviewer2239899
Insider Thread Consultant at a manufacturing company with 10,001+ employees
I haven’t contacted the support team. I reach out to the internal expert. My searches and my requirements are very basic. The expert is great. He’s always able to help me and guide me.
View full review »SN
reviewer1260045
Senior Analyst at a computer software company with 11-50 employees
I rate Splunk support 10 out of 10. Splunk has better support than other vendors I've worked with. It's better than IBM support.
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Riaz Ahmmed
Team Lead at ATSS
The technical support response time is delayed and they can take two to three days to respond sometimes.
View full review »
Chetankumar Savalagimath
Delivery Manager at a tech services company with 1,001-5,000 employees
The technical support is good.
However, there is a lot of delay nowadays. The last time we raised a case, it took quite a long for them to come back with their first response. That's not for a P1 or P2, but if it is a P3, they don't respond at the earliest. When they respond, it is quite late and we have to ask again. The first response is never an answer. It's always a query.
Still, the people I have worked with there are all an eight-plus out of 10.
View full review »
SaravanaKumar1
Principal Consulting - Cloud & Infrastructure Services at Fourth Dimension Technologies
We haven't had to contact Splunk support because we can find all the answers we need online.
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Alex Adamovici
Head of Knowledge Capture Cloud at Integritie
Technical support is perfect.
View full review »
Kutay KOCA
Cyber Security Analyst at Clarusway
We frequently connect with the support team to review our options. They resolve our issues quickly.
View full review »RV
reviewer1519419
CEO at a retailer with 51-200 employees
The community support for Splunk is excellent, with an engaged user community. However, for the standard technical support, unless you opt for the premium, I would rate the support as three on a scale of one to ten. It is not as helpful as desired.
Yash-Gupta
Analyst, TSG Information Security Cyber Operations at a consultancy with 5,001-10,000 employees
Support is quite responsive. They also offer 24/7 support services.
View full review »AD
reviewer1911549
IT Manager at a aerospace/defense firm with 10,001+ employees
We have not been in direct contact with Splunk except for a workshop where I met a few of them. My impression was that they were skilled, experienced experts. They seemed helpful, so I had a good impression.
AG
Anat Garty
Chief Cybersecurity Architect at a security firm with 201-500 employees
Their support is awesome. I would rate them a ten out of ten. It is not just the technical support. Their documentation is also good. The whole support system is awesome.
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Kenny Corbett
Associate Director of IT at Rigel Pharmaceuticals Inc
The technical support is above average, but they do not go into the details, so we have a contract with a third party to help us.
There might be more Splunk support tiers, but we are working with SP6. They will get their hands directly onto our Splunk environment, whereas Splunk support does not do that. Maybe there is a different tier that does that, but we do not have that. It is more of an email dialogue. They are not going to VPN into our environment. SP6 is more hands-on. I would rate SP6 a nine out of ten.
View full review »SO
reviewer2339811
Manager at a consultancy with 1-10 employees
We use a licensed third-party Splunk partner for support, and I haven't heard of any issues so far.
View full review »VK
Venkatesh
Security Analyst at a tech services company with 1-10 employees
Technical support is good.
View full review »KI
reviewer2239872
Staff application Security Analyst at a media company with 5,001-10,000 employees
I haven't had to go to Splunk directly for many things. Communicating with our success managers has been very positive.
View full review »VA
reviewer2238936
Tech Director at a government with 10,001+ employees
Splunk's support is great and amazing. The people we work with in our corporate environment are top-tier experts. They understand our environment very well, especially because they have worked in our environment before, so Splunk has done a great job in getting that type of talent to support their customers. I would rate them a ten out of ten.
View full review »SH
reviewer2205072
Cyber Security Engineer at a university with 5,001-10,000 employees
I rate Splunk support eight out of 10.
View full review »AZ
Azita Zoughi
System Engineer at Tara
When you work on Splunk, it's very easy. However, when you need to reach out to support, it could be better. It would be helpful if they could respond faster.
View full review »RB
reviewer2239896
Engineer at a government with 10,001+ employees
I have not contacted their support directly because we have folks who are pretty knowledgeable. I go to them, and then they go to their support if needed. As far as I could tell, their support has been okay. I have not heard of any issues.
JC
reviewer2239902
Cyber Security at a financial services firm with 5,001-10,000 employees
It has been a rocky road. I have been through a road where I have had limited to little engagement or support. I am on the cusp of a large turnaround, meeting with my client team and dialoguing through it. Based on the history, I would probably rate their sales support a four out of ten. Going forward, I would rate their sales support an eight out of ten. They are in the right direction. I would rate their technical support a nine out of ten.
View full review »OF
reviewer2239911
SOAR Developer at a media company with 10,001+ employees
I have not interacted with them recently, but they are pretty good when I do need something from Splunk. I would rate them a ten out of ten. I have not had any issues with their support.
View full review »MM
reviewer2238918
SOC Analyst at a tech services company with 10,001+ employees
I have not used support yet mainly because I haven't delved into it as much because of the issues with our initial integration with our engineer not being so trained.
View full review »AB
reviewer2238942
Cloud Cybersecurity Engineer at a tech services company with 10,001+ employees
Their support is excellent. Every case I ever had to put in has been handled and resolved in a matter that I would hope for many support tickets.
I would rate them a ten out of ten because they are much more responsive than a lot of other vendors I've worked with.
View full review »CF
reviewer2238939
Lead Solutions Architect at a government with 10,001+ employees
I've been working with Splunk for several years now, and I've always found them very responsive and supportive in a variety of technologies around core functionality like Enterprise Security and ITSI.
I would rate them an eight out of ten. They have a strong team through and through from the pre-presales all the way through architectural changes and shifts that we need to do to address the customer.
View full review »
reviewer1331706
I&T Design & Execution Reliability Engineering Leader at a financial services firm with 10,001+ employees
I have not been in contact with technical support from Splunk.
View full review »CD
Chris Danshaw
project manager at ManTech International Corporation
Their support is great. I've talked to them many times.
View full review »
Santhosh Kandadi
Assistant Vice President at Synchrony
Technical support is very good. They know their product and they are responsive to requests. We're satisfied with the level of service provided to us.
View full review »RA
Raheel Asim
Security Operation Centre (SOC) Analyst at Nera Philippines Inc.
I'm satisfied with the level of service technical support provides.
View full review »VJ
reviewer2238963
Splunk Developer at a tech vendor with 11-50 employees
We get support when we need it. I would rate support an eight or nine out of ten. There's always learning and improvement to do. Sometimes the communication with support happens with multiple staff. They should reduce the time to resolution.
View full review »AG
Austin Greenbaum
Information Technology Specialist at a healthcare company with 10,001+ employees
There were instructors who knew how to fix a lot of the issues. If there was an overarching issue, they would deal with it.
View full review »AB
Amine Besrour.
Risk Manager at Samapartners
I contacted Splunk support once for a separate product.
View full review »DL
reviewer2303580
Head of Cybersecurity at a computer software company with 51-200 employees
I do not directly deal with technical support.
View full review »NS
Nadine S.
Security Engineer
The support team is usually very receptive and answers quickly.
View full review »RC
reviewer2088153
Security Compliance Program Manager at a educational organization with 5,001-10,000 employees
To resolve issues in the Splunk platform, you need to wait in a queue and then open a ticket with the support team. I find it a bit time-consuming since it takes time to call tech support and get what you need.
View full review »
AKHIL Kumar Guttapalli
Product Sales Specialist(Asst.Manager) at Redington India Limited
I hear that customers usually have support on time from the Splunk team. Generally, they are satisfied with the response they receive from Splunk.
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Robert Cheruiyot
IT Security Consultant at Microlan Kenya Limited
I usually rely on the Splunk community for information, such as discussions of incidents and other issues which others are facing. I feel the Splunk community to be an excellent source of information for me.
AA
reviewer1339833
Project manager at a computer software company with 10,001+ employees
The technical support is among the best in the market. While we didn't have extensive interactions with the support team, we are satisfied with it. It offers support services locally in my country. I would rate it ten out of ten.
John Yuko
Assistant Manager ICT - Projects at I&M Bank Ltd
The technical support has been quite helpful.
View full review »DA
reviewer2382567
SIEM Consultant at a educational organization with 51-200 employees
The technical support is very good. They also offer a lot of basic resources.
View full review »GG
Gatlin Gates
Security Engineer at By Light Professional IT Services
I have not had to interact with Splunk support. Most of the issues that I ran into can be solved by reaching out to a team member.
View full review »SP
SuchismitaPriyadarsini
CHRO at a computer software company with 5,001-10,000 employees
The solution's response time is not that fast. The experience of some of my peers is that the vendors have actively offered help. By contrast, when I tried Splunk Cloud's technical support I did not receive a response.
it_user664632
Senior IT Security Operations at a pharma/biotech company with 10,001+ employees
The quality of support depends on the support and license. On the average, I would give them a rating of 6/10.
View full review »MY
reviewer909678
Systems Engineer at a consultancy with 201-500 employees
I haven't had any communication with Splunk's technical team.
View full review »MK
Md. Iqbal Karim
Technical Account Manager at Trustaira
We've used technical support in the past. We've found them to be very helpful and responsive. We're satisfied with the level of support that we receive when we reach out for help.
View full review »CM
Christopher Mooney
Incident Manager at CyberCore Technologies
The community (Splunk Answers/Slack Channel/User Groups) can help get you started.
View full review »RE
reviewer1795125
Cyber Security Consultant at a tech services company with 10,001+ employees
There was technical assistance available. When you require assistance, they provide it, they will respond.
View full review »MS
ManojSingh
Senior security consultant at a comms service provider with 51-200 employees
Splunk's support is good. The process was smooth and they provided sufficient support, so there was no need to escalate anything. Also, they provide training on a regular basis, which is good.
View full review »KB
Kenn Brodhagen
DevOps Engineer at Amplify Education, Inc.
I haven't used the technical support.
View full review »
ShilpeeSinha
Senior Security Engineer at Citrix
I wasn't part of the engineering side, so I never got a chance to contact the support team directly.
View full review »RU
reviewer1524594
Senior Solutions Architect at a manufacturing company with 51-200 employees
The Splunk team has good, proactive support. Also in terms of assisting with the installation, they are quite good.
View full review »SD
reviewer1505082
Assistant Manager System at a financial services firm with 10,001+ employees
Technical support services are lacking, especially after you buy the product. They aren't as helpful or responsive as we need them to be. However, when we do reach them, they are good and they help.
View full review »RB
reviewer1454661
Automation Specialist, Analytics at a computer software company with 10,001+ employees
I'd say I am happy with the technical support, not elated. They provide great support, but sometimes they don't have the answers that I need. I've only ever raised two big support issues, and both times they haven't been about to fully resolve the issue. In the end, I had to figure it out myself.
View full review »it_user340983
Infrastructure Engineer at Zirous, Inc.
I have not personally dealt with customer service/technical support.
View full review »it_user126027
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 »KB
Kenneth Barnes
CTA\Owner at UCSolutions
The support is okay, however, there are a couple of things that they couldn't figure out and they couldn't help me with automation or stuff like that. It could have been better from there, however, it's not that bad.
PB
Praful Bhatnagar
Principal Systems Engineer at Aricent
Based on when we have been in contact with them, I think that technical support was fine.
I'm not sure if they have different support models but I think it took a long time for them to respond. It may be a consequence of the support contract our client had with them.
View full review »PB
Praful Bhatnagar
Principal Systems Engineer at Aricent
The technical support is fine. At times, they take time to respond back but it may have been the support contract that our client had.
I would assume that they are not as responsive as we want them to be.
View full review »MK
Michael Kaericher
Senior Consultant at Securian Financial Group
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 »it_user525171
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 »it_user257376
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 »it_user575310
Engineer, Infrastructure Applications at a healthcare company with 1,001-5,000 employees
Customer Service:
Customer service is excellent both during the purchase and ownership lifecycle.
Technical Support:
Technical support is mediocre. Splunk is struggling to deliver a consistently exceptional support experience. Their senior engineers are very talented, but those folks are in short supply and many of the most experienced engineers are making hundreds of dollars an hour as consultants not answering your support issues.
View full review »
Salma Shahin
Senior Engineer at Sony India Software Centre
In my current company, I have seen the tickets getting resolved soon. In my previous company, which was a startup, a P1 ticket generally took 24 hours or less. They called us back and resolved it as soon as possible, but if it was a P2 or P3, I have seen them taking a month or more.
View full review »AB
Arpan Balpande
Senior Information Technology System Analyst at YASH Technologies
I have not interacted with them. Another team is taking care of raising tickets with their technical support.
View full review »TF
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 »RW
Rajiv Warrier
Regional Head at a tech services company with 51-200 employees
I've dealt with technical support and it's pretty good. They are helpful. I find them responsive.
View full review »CS
reviewer946224
Data Center Architect at a outsourcing company with 201-500 employees
We've had a few calls, and they're very responsive.
View full review »EG
Ermal Galo
Information Security Officer at a financial services firm with 501-1,000 employees
We have a technical support contract.
For the most part, we can do it probably ourselves. When technical support helps us, however, everything goes pretty smoothly. We are quite satisfied with them. We typically get immediate support and assistance.
View full review »JO
Julio Ortiz
General Manager at Intersoft S.A.
The support is not so good, I would only give them a rating of six or seven.
They should provide support in Spanish here in Latin America. Their response time to inquires or requirement tickets is too long. It should be shorter.
View full review »SM
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 »it_user250131
Information Architect at a financial services firm with 5,001-10,000 employees
We have the enterprise level of support. This is one area Splunk could improve upon, since we usually have to follow up with them on our open cases.
View full review »it_user860487
Business Intelligence Developer at Arizona State University
Support is quick and competent.
View full review »it_user859446
Splunk Architect at The Johns Hopkins University Applied Physics Laboratory
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 »LR
reviewer1762323
Cybersecurity Senior Manager at a tech services company with 10,001+ employees
I am satisfied with the support from Splunk.
View full review »
Donald Baldwin
Principal Enterprise Architect at Aurenav Sweden AB
We don't use technical support very much. We've been using it for so long, we generally understand it and do not require assistance.
View full review »SS
reviewer1521537
Consultant at a financial services firm with 5,001-10,000 employees
We have raised multiple tickets. Some of them are good, and some of them can be better. Overall, their technical support is okay.
View full review »AM
reviewer1688463
Senior Technical Lead at a financial services firm with 10,001+ employees
The technical support is good.
View full review »AT
Ali Tamimi
Managing Director at Hayyan Horizons
We use technical support every now and then. The response times are not very good. This is the thing that I would need to see improvement on and probably in that area only. They are that good when they started handling cases, however, they take too much time to respond to customer requests.
View full review »JB
reviewer1062186
Sr. IT Manager at a government with 10,001+ employees
Technical support is usually pretty good.
They are responsive, knowledgeable, and helpful.
View full review »JB
reviewer1062186
Sr. IT Manager at a government with 10,001+ employees
Technical support for Splunk is good.
View full review »
Yosef Tavin
DevOps Engineer at BigPanda
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 »Mick
Sr. Production Support Analyst at Electric Reliability Council of Texas
The user community is extremely beneficial, particularly with Splunk Answers and the Slack User Groups.
View full review »it_user399819
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 »VA
reviewer1374858
Security Architect at a tech services company with 51-200 employees
I am happy to report that I've never needed to contact technical support. The README tutorials and the existing forums provide me with practically everything I need. So far, I haven't had to do so. This should be a testament to the solution.
View full review »ID
reviewer1655130
Senior Network Engineer at a tech services company with 51-200 employees
I have not needed to open a ticket up with technical support.
View full review »GW
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 »AV
reviewer1478619
IT System Developer/Admin at a manufacturing company with 10,001+ employees
The customer service/technical support was helpful and they answered my questions as best they could.
View full review »AK
reviewer1463439
Senior Informatica Administrator at a computer software company with 10,001+ employees
We have used Splunk tech support often. If we have a critical issue such as server down or frequently occurring issues they are always reliable and provide us with solutions to our problems. Technical support for Splunk is good.
View full review »SJ
reviewer1200885
Engineer at a financial services firm with 201-500 employees
The technical support is very good. We're quite satisfied with the level of service provided. They are knowledgeable and responsive.
View full review »GM
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 »VS
Vinod Shankar
Manager, Enterprise Risk Consulting at a tech company with 1,001-5,000 employees
If you get the right people engaged, support can be a bliss.
View full review »it_user129642
Systems Administrator at a energy/utilities company with 10,001+ employees
Splunk – Splunk has a very knowledgeable support staff and the Splunk support website is outstanding. The message boards are very active and often using them will often prevent having to call support.
View full review »
HT
HimanshuTejwani
System Administrator and DevOps Engineer at a tech services company with 10,001+ employees
If I have any issues, I'll go to the community. I can generally get a response within a day. Although most of the documentation is good, some of it is unclear, particularly if you're new to the product.
View full review »it_user867087
Security Engineer at Information Innovators Inc. (Triple-i)
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 »AD
reviewer1297563
Director General de España at a cloud provider with 51-200 employees
I don't know about their support. I don't work with it much. On an activity level, I'm not so close to the platform. I'm the country manager, so I am a bit far from the operation.
View full review »AA
AdityaAgrawal
Information Security Analyst at a tech services company with 1,001-5,000 employees
I would rate them an eight out of ten. Their response speed is okay, but if, by any chance, we miss the response for more than a week, they usually close the case. Sometimes, it can take us more than a week to reply.
View full review »it_user782697
Security Operation Center Analyst at Sadad
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 »MA
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 »it_user174663
Systems/Applications Specialist with 201-500 employees
Customer Service:
Splunk have dedicated staff trying to change the world for the better.
Technical Support:Splunk have introduced their own certification path which guarantees that the technical support will have the needed expertise.
View full review »VS
VolodymyrSavov
Splunk BDM in UA at a manufacturing company with 51-200 employees
If you don't pay extra for technical support then it is very bad. If you pay extra for it, then the technical support is normal.
View full review »MM
reviewer971370
CEO at a tech services company with 11-50 employees
Our team provides technical support.
I have not communicated with technical support.
View full review »TJ
Tomi Juslin
QA Lead at a financial services firm with 11-50 employees
I have not used technical support.
View full review »JC
Jerry Castille
Chief Architect at PathMaker Group
I haven't heard any complaints about the technical support.
View full review »it_user664626
Business Analyst at a retailer with 10,001+ employees
I can say that support is good.
View full review »AR
reviewer1789335
Senior Manager, Analytics & Insights at a consultancy with 10,001+ employees
We have contacted the support and most of the reasons we have contact support has been project-related. For example, we want the APAs to work in a certain way or for certain fixes.
View full review »MK
reviewer1720563
Technical manager at a tech services company with 11-50 employees
Technical support is customer-friendly.
View full review »HF
reviewer1126641
Product Manager, CyberSecurity at a tech services company with 201-500 employees
The technical support here in South Africa hasn't been great, but I understand why as we make up less than 3% of Splunk's total revenue in the world.
View full review »it_user1415322
Senior Consultant at sectecs
I have not been in contact with technical support.
View full review »AK
Anjani Kumar
System Engineer at NetScout Systems
We used to support a few times and our experience was good.
I would rate the support from Splunk a four out of five.
View full review »SO
Sam Osborn
Software Engineer at Tableau Software
I have not used technical support.
View full review »GA
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 »it_user664635
Performance Consultant at a tech services company with 10,001+ employees
Technical support and the online community are some of the best for any product.
View full review »it_user594183
Security Engineer at a retailer with 10,001+ employees
Response from technical support can be improved. There was always a delay and we had to chase them.
View full review »RM
reviewer1317924
Audit Remideation/Financial Manager at a tech services company with 1,001-5,000 employees
The technical support is pretty good. I would rate it at a seven out of ten. We're mostly happy with the level of service we receive from them.
What they probably need to do is help make the reports more manageable for the end-user or to help the end-user understand them more easily.
View full review »it_user645663
Sr. Program Manager at a consultancy with 51-200 employees
During our use of Splunk, we had professional services assisting and not actual technical support. However, the professional services team was great.
View full review »RS
reviewer1804125
Tech Lead Security at a comms service provider with 51-200 employees
Their sales support and tech support are really bad. They take really long to respond.
View full review »HK
reviewer1643871
President at a non-profit with self employed
Splunk has many partners that provide customer support that can be used.
View full review »it_user396600
Vice Manager at a comms service provider with 10,001+ employees
It’s easy to obtain support from Splunk for technical issues. We also have enough knowledge ourselves to apply fixes.
View full review »BA
reviewer1276671
Solutions Consultant at a tech services company with 1,001-5,000 employees
They have pretty much good documentation and good training. Their documentation is a lot better than Qlik Sense.
View full review »RW
Rudi Wicaksono
Architecture and Security Team Leader at CV Akbar Panjaya
Splunk needs local technical support.
View full review »BW
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 »it_user717477
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 »MC
Marcelo Canedo
Presales IT at a tech services company with 201-500 employees
We have had no concerns with customer service.
View full review »BS
reviewer1086690
Enterprise Client Executive at a tech services company with 11-50 employees
Their support is good.
View full review »LK
reviewer1689987
Network Operations Center Engineer at a tech company with 51-200 employees
Support is at a level one department and I am responsible for managing both IT support and node engineers.
I am satisfied with the support.
View full review »it_user859464
Senior Cloud Operations Analyst at a tech vendor with 1,001-5,000 employees
The support team is very competent.
it_user635271
Foundation Technology Specialist at a insurance company with 1,001-5,000 employees
Customer Service:
I haven't had the need to log any critical issues. Most of my support tickets have been revolved around configuration questions. I'm very happy with the way Splunk's support staff respond - they're pretty helpful. I think I've only had one situation where the response was acceptable, but not stellar.
Technical Support:
The technical support is good. I'm sometimes surprised when the support engineer doesn't immediately know the answer to my questions (as I feel they must be fairly common queries). But, this can probably be excused because of the breath of features Splunk Enterprise has.
TB
implemen269433
Technical Director at a consultancy with 11-50 employees
The technical support is quite good.
View full review »JN
jorgenoguerah
IT Infrastructure Architect at a tech company with 201-500 employees
I used support a little bit for some templates for formatting data from Cisco and Fortinet logs. They were very fast with their response. I didn't have any support contract, but only entry level support.
View full review »it_user694383
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 »DA
Engineer9887
Engineer at a integrator with 11-50 employees
it_user363165
Products Manager at a tech services company with 5,001-10,000 employees
Technical support is good.
View full review »ED
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 »Buyer's Guide
Splunk Enterprise Security
March 2024
Learn what your peers think about Splunk Enterprise Security. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,740 professionals have used our research since 2012.
Buyer's Guide
Download our free Splunk Enterprise Security Report and get advice and tips from experienced pros
sharing their opinions.
Updated: March 2024
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