Support plans

Puppet offers two levels of annual support plans, Premium or Standard, with service levels to meet a wide range of needs. We believe all customers should get the support they need, therefore every Puppet customer is enrolled in the plan of your choice.

  Premium Standard
Minimum node requirement 100 11
Support hours 24 x 7 x 365

Monday - Friday
8a.m. - 6p.m.
Local customer time zone

Response times*

Any hour, anytime

Priority 1: 1 hour
Priority 2: 4 hours
Priority 3: 12 hours

Priority 1: 1 business hour
Priority 2: 4 business hours
Priority 3: 12 business hours
Phone support Priority 1: 24x7 -
Online support
Number of cases per month Unlimited 5
Maximum number of technical contacts Unlimited 4
Access to all updates & upgrades of Puppet Enterprise
Access to authenticated Knowledge Base
Free training seats (annually) Up to 4 seats
Escalation management of business impacting cases

* Company holidays are observed and local offices are closed.

Standard support

A key component of every successful Puppet implementation is access to a knowledgeable and responsive support team. That is why every Puppet Enterprise license includes standard support from day one. We are committed to your success and work with you to keep your Puppet infrastructure functioning at its most optimal.

  • Access to thousands of Puppet knowledge base articles to find answers to commonly asked questions. 
  • Create and manage support tickets to get timely help from our experienced team of support engineers.
  • Telephone support during normal business hours.
  • Access to all product updates and upgrades. 
Premium support

Some Puppet Enterprise customers require a higher level of service than what's included in our standard support package. That's where our premium support package comes in, with extras like phone support for Priority 1 issues 24 hours a day, seven days a week, and unlimited cases and technical contacts. Want to add premium support to your Puppet Enterprise license, or sign up for Puppet Enterprise? Contact us

Technical account management

Ensure you get the most out of Puppet – work with a technical account manager (TAM) to discover new ways to manage your infrastructure with Puppet. Keep up to date on new releases, get help planning upgrades, or learn the Puppet roadmap – with a TAM you gain a valued team member with specialized knowledge of Puppet and with direct access to the engineers and product specialists who develop our products. 

Interested in learning more about our TAM program? Contact us or download the data sheet.

FAQ
  1. What do your support plans cost?
    Our support plans are included in the cost of your Puppet Enterprise license. You can view Puppet Enterprise pricing here
  2. How does free public training work?
    Customers with premium support can have up to four employees attend free public training offered by Puppet during their current Support Services term. For more information about public training, visit learn.puppet.com
  3. Do you support past versions of Puppet Enterprise? 
    Puppet provides support for the versions of Puppet Enterprise listed on the Puppet Support Lifecycle. Puppet Support Lifecycle policy provides guidelines for product support when Puppet Enterprise versions are released, and throughout the lifecycle of that version. It helps customers strategically plan upgrades and version choices.