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 ask.puppet.com 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 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:
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: https://support.puppet.com
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:
puppet facts find
/etc/hostsand the output of
lsb_release -a(if installed)
peadminuser used to execute MCO commands:
ulimit -afor the
pe-activemquser along with a count of file descriptors used by the
puppet module changes(shows if any modules installed by PE have been modified)
SELECT * FROM pg_settings;
r10k deploy display -p --detail
/summary-statsendpoint, which provides non-identifying database statistics for troubleshooting
/environmentsendpoint, which lists available directory environments and module search paths
It also copies the following files:
/etc/puppetlabs/(being careful to avoid sensitive files, such as modules, manifests, ssl certs, and MCollective credentials)
/opt/puppetlabs/pe_metric_curl_cron_jobs, if present
Your request to join will be sent to Puppet for authorization and you will receive an email when you’ve been added to the user group.
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.