There are three phases of product support for each version of Puppet Enterprise: mainstream support, limited support, and end-of life (EOL).
|Phase||Receives security updates and bug fixes?||Support response time||Help upgrading to a mainstream support version|
|Mainstream support||Yes||SLA (service level agreement) response times||N/A|
|Limited support||No||SLA response times||We’ll support your upgrade with a variety of assistance and resource options|
|End-of-life (EOL)||No||“Commercially reasonable” assistance||Contact support for assistance|
We encourage you to upgrade to the latest version or latest long term support (LTS) version. If you want the latest features, install our latest standard release. If you prefer to retain the same version for an extended period, install our latest long term support (LTS) release.
|Type of release||Release timeframe||In mainstream support|
|Standard||Every six months (approximately)||Until the next standard or long term support (LTS) release|
|Long term support (LTS)||Every 18 months||24 months after launch|
We provide either mainstream or limited support for the versions of PE listed below. Puppet Enterprise 3.8 and earlier are now end-of-life (EOL).
|PE versions||Start mainstream support||Start limited support||EOL|
|2017.2||May 11, 2017||November 11, 207||February 21, 2018|
|2017.1||March 14, 2017||May 11, 2017||February 21, 2018|
|2016.5||December 13, 2016||March 14, 2017||February 21, 2018|
|2016.4 (LTS)||October 20, 2016||April 20, 2018||October 21, 2018|
|2016.2||June 21, 2016||October 20, 2016||February 21, 2018|
|2016.1||April 7, 2016||June 21, 2016||February 21, 2018|
|2015.3||December 8, 2015||April 7, 2016||February 21, 2018|
|2015.2||July 28, 2015||December 8, 2015||February 21, 2018|
|3.8||April 28, 2015||December 31, 2016||December 31, 2016|
Also see the operating system support life cycle.
PE uses open source tools and libraries. We use both externally-maintained components (such as Ruby, Postgres, and the JVM) and projects which we own and maintain (such as Facter, Puppet Agent and Server, and PuppetDB.) Projects which we own and maintain are “upstream” of our commercial releases. Our open-source projects move faster and have shorter support life cycles than PE. We may discontinue updates to our open-source platform components before their commercial EOL dates. We vet upstream security and feature releases and update supported versions according to customer demand and our Product Security Policy.
Getting support for PE is easy; it is available from both Puppet, as a commercial support offering, and from our user community.
We provide responsive, dependable, quality support to resolve any issues regarding the installation, operation, and use of Puppet. There are two levels of commercial support offerings for PE: Standard and Premium. Both allow you to report your support issues to our confidential customer support portal. When you purchase PE, you’ll receive an account and log-on for the portal, which includes access to our knowledge base.
Customer support portal: https://support.puppet.com
When seeking support, you might be asked to run an information-gathering support script. This script collects a large amount of system information, compresses it, and prints the location of the zipped tarball when it finishes running. Examine the collected data before forwarding it to our support team, it might contain sensitive information that you wish to redact.
The script is provided by the
pe_support_script module bundled with the PE Installer. Running the command executes a single bash script which can be found at:
Run the support script on the command line of any PE node running RedHat, Ubuntu or SLES operating systems with the following command:
/opt/puppetlabs/bin/puppet enterprise support.
The support script collects a large amount of system information that can help Puppet Support troubleshoot issues.
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.