Getting support for Puppet Enterprise

This version is out of date. For current versions, see Puppet Enterprise support lifecycle.

Puppet Enterprise support life cycle

The Puppet support life cycle policy provides guidelines for product support when Puppet Enterprise versions are released, and throughout the life cycle of each version. This guide is to help customers strategically plan upgrades and version choices.

Puppet Enterprise versions are in one of three phases of the Puppet support life cycle. These phases are:

  • Mainstream support: Puppet Enterprise versions in this phase receive security updates, bug fixes and the entitlement of technical support defined in the support plan. Customers on current support plans can access all services from customer support, including the authenticated FAQ, the customer support portal and other customer-facing sources (such as and the Puppet Forge).

  • Limited support: Puppet Enterprise versions in this phase are no longer eligible for security updates and bug fixes. Customers on valid support plans can access services from customer support, still receive SLA response times and utilize the other customer-facing resources listed above. Customers are always encouraged to upgrade to a fully-supported version of Puppet Enterprise. Puppet supports customers to upgrade to the current mainstream supported version(s) with a variety of assistance and resource options.

  • End-of-life (EOL): Puppet Enterprise versions in this phase are no longer eligible for security updates, bug fixes, or anything other than “commercially reasonable” assistance from customer support. Customers in the process of upgrading to a fully-supported version may contact support. As with other support phases, customer-facing sources such as the community and the Puppet Forge are still available.

Puppet produces a standard release approximately every three months. That means customers will always have access to the latest feature and security updates. Some customers often prefer to retain the same base version for an extended period. Puppet releases a new long term support (LTS) release every 18 months. All standard releases receive mainstream support until the next standard release or LTS option is available. An LTS release receives mainstream support for 24 months after launch.

Puppet Enterprise makes use of open source tools and libraries in addition to commercial-only software. Projects which Puppet, Inc. owns and maintains, like Facter, the Puppet Agent and Server, and PuppetDB, are effectively “upstream” of the commercial releases, and as such will move faster and have shorter support life cycles than Puppet Enterprise. We may discontinue updates to our open-source platform components before their commercial EOL dates. Puppet also bundles and distributes externally-maintained components, such as Ruby, Postgres, and the JVM. We vet upstream security and feature releases and will update supported versions according to customer demand and our Product Security Policy.

Puppet provides either mainstream or limited support for the versions of Puppet Enterprise listed below. All versions older than Puppet Enterprise 3.8 are now EOL and we encourage upgrading to the latest version.

PE versions Start mainstream support Start limited support EOL
2017.1 March 14, 2017 TBD TBD
2016.5 December 13, 2016 March 14, 2017 TBD
2016.4 (LTS) October 20, 2016 October 2018 TBD
2016.2 June 21, 2016 October 20, 2016 October 31, 2017
2016.1 April 7, 2016 June 21, 2016 October 31, 2017
2015.3 December 8, 2015 April 7, 2016 October 31, 2017
2015.2 July 28, 2015 December 8, 2015 October 31, 2017
3.8 April 28, 2015 December 31, 2016 December 31, 2016

See also the operating system support life cycle.

Getting support

Getting support for Puppet Enterprise is easy; it is available both from Puppet and the community of Puppet Enterprise users. We provide responsive, dependable, quality support to resolve any issues regarding the installation, operation, and use of Puppet.

There are three primary ways to get support for Puppet Enterprise:

See the support life cycle page for more details.

Reporting issues to the customer support portal

Puppet provides two levels of commercial support offerings for Puppet Enterprise: Standard and Premium. Both offerings allow you to report your support issues to our confidential customer support portal. You will receive an account and log-on for this portal when you purchase Puppet Enterprise.

Customer support portal:

The PE support script

When seeking support, you may be asked to run an information-gathering support script. The script is provided by the pe_support_script module bundled with the PE Installer and can be run by executing /opt/puppetlabs/bin/puppet enterprise support on PE nodes running RedHat, Ubuntu or SLES operating systems.

The command executes a single bash script which can be found at:


This script will collect a large amount of system information, compress it, and print the location of the zipped tarball when it finishes running. We recommend that you examine the collected data before forwarding it to Puppet, as it may contain sensitive information that you will wish to redact.

The information collected by the support script includes:

  • iptables info (is it loaded? what are the inbound and outbound rules?) (both ipv4 and ipv6)
  • Facter output generated by puppet facts find
  • SELinux status
  • the amount of free disk and memory on the system
  • hostname info (/etc/hosts and the output of hostname --fqdn)
  • list of established connections from netstat
  • output from ifconfig
  • the umask of the system
  • NTP configuration (what servers are available, the offset from them)
  • OS and kernel info from uname -a and lsb_release -a (if installed)
  • the state of installed PE packages as reported by the system package manager
  • a list of Ruby gems installed by /opt/puppetlabs/puppet/bin/gem and /opt/puppetlabs/puppetserver/bin/gem
  • the current process list
  • a listing of Puppet certs
  • a listing of all services (except on Debian, which lacks the equivalent command)
  • current environment variables
  • whether the Puppet master is reachable
  • the output of mco ping and mco inventory
  • information about the peadmin user used to execute MCO commands:
    • the client configuration file at: /var/lib/peadmin/.mcollective
    • the client log file at: /var/lib/peadmin/.mcollective.d/client.log
  • the output of ulimit -a for the pe-activemq user along with a count of file descriptors used by the pe-activemq process
  • a list of all Puppet modules on the system
  • the output of puppet module changes (shows if any modules installed by PE have been modified)
  • a listing (no content) of the files in
    • /opt/puppetlabs
    • /var/log/puppetlabs
    • /var/opt/lib
  • reports the size of the PostgreSQL databases and relations
  • PE PostgreSQL configuration from:
    • /opt/puppetlabs/server/data/postgresql/9.4/data
    • the output of SELECT * FROM pg_settings;
  • the configuration used by PE RBAC to connect with a directory service, excluding sensitive information such as passwords
  • r10k information:
    • configuration files
    • output of r10k deploy display -p --detail
  • the output from PE status API endpoints
  • output from the PuppetDB /summary-stats endpoint, which provides non-identifying database statistics for troubleshooting
  • a histogram of agent run start times from PuppetDB which is used to detect thundering herds
  • output from the Puppet Server /environments endpoint, which lists available directory environments and module search paths

It also copies the following files:

  • system logs
  • the contents of /etc/puppetlabs/ (being careful to avoid sensitive files, such as modules, manifests, ssl certs, and MCollective credentials)
  • configuration files for PE services located under /etc/sysconfig or /etc/default.
  • the contents of /var/log/puppetlabs/
  • the contents of /opt/puppetlabs/puppet/cache/state/
  • the contents of /opt/puppetlabs/pe_metric_curl_cron_jobs, if present
  • the contents of /etc/resolv.conf
  • the contents /etc/nsswitch.conf
  • the contents of /etc/hosts

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Getting support from the existing Puppet community

As a Puppet Enterprise customer you are more than welcome to participate in our large and helpful open source community as well as report issues against the open source project.

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