You can get commercial support for versions of PE in mainstream and limited support. You can also get support from our user community. Learn which versions are supported and how to get help.
Puppet Enterprise support life cycle
There are three phases of product support for each version of PE: 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 |
Standard releases and long term support releases
We encourage you to upgrade to the latest version or latest long term support (LTS) version.
| 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 |
Supported Puppet Enterprise versions
We provide either mainstream or limited support for the versions of PE listed below. PE 3.8 and earlier are now end-of-life (EOL).
| PE versions | Start mainstream support | Start limited support | EOL |
|---|---|---|---|
| 2017.3 | October 11, 2017 | TBD | TBD |
| 2017.2 | May 11, 2017 | November 11, 2017 | 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 |
Open source tools and libraries
PE uses open source tools and libraries. We use both externally-maintained components (such as Ruby, PostgreSQL, and the JVM) and projects which we own and maintain (such as Facter, Puppet agent, Puppet 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.
The customer support portal
We provide responsive, dependable, quality support to resolve any issues regarding the installation, operation, and use of Puppet Enterprise (PE).
There are two levels of commercial support plans 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.
Puppet Enterprise support script
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.
The script is provided by the pe_support_script module bundled with the installer. Running the command executes a single bash script which can be found at: /opt/puppetlabs/puppet/cache/lib/puppet_x/puppetlabs/support_script/v1/puppet-enterprise-support.sh
Run the support script on the command line of any PE node running Red Hat Enterprise Linux, Ubuntu, or SUSE Linux Enterprise Server operating systems with the command: /opt/puppetlabs/bin/puppet enterprise support.
Use these options when you run the support script to modify the output:
| Option | Description |
|---|---|
--render-as <FORMAT>
| Specifies what rendering format to use. |
--verbose
| Logs verbosely. |
--debug
| Logs debug information. |
--classifier
| Collects classification data. |
--dir <DIRECTORY>
| Specifies where to save the support script's resulting tarball. |
--ticket <NUMBER>
| Specifies a support ticket number for record-keeping purposes. |
--encrypt
| Encrypts the support script's resulting tarball with GnuPG encryption. Note: You must have GPG or GPG2 available in your PATH in order to encrypt the tarball. |
--log-age
| Specifies how many days worth of logs the support script collects. Valid values are positive integers or all to collect all logs, up to 1 GB per log. |
Information collected by the support script
The support script collects a large amount of system information that can help our Support team troubleshoot issues.
- iptables info: Is it loaded? What are the inbound and outbound rules for 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/hostsand the output ofhostname --fqdn - List of established connections from
netstat - The output from
ifconfig - The umask of the system
- NTP configuration: what servers are available, the offset from them
- OS and kernel info from
uname -aandlsb_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/gemand/opt/puppetlabs/puppetserver/bin/gem - the current process list
- a listing of Puppet certs
- a listing of all services and their state (such as running/stopped, enabled/disabled)
- current environment variables
- whether the Puppet master is reachable
- the output of
mco pingandmco inventory - information about the
peadminuser used to execute MCollective commands:- the client configuration file at:
/var/lib/peadmin/.mcollective - the client log file at:
/var/lib/peadmin/.mcollective.d/client.log
- the client configuration file at:
- the output of
ulimit -afor thepe-activemquser along with a count of file descriptors used by thepe-activemqprocess - 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
- PEPostgreSQL configuration from:
-
/opt/puppetlabs/server/data/postgresql/9.6/data - the output of
SELECT * FROM pg_settings; - the output of
SELECT * FROM pg_stat_activity;
-
- 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-statsendpoint, which provides non-identifying database statistics for troubleshooting - a list of active nodes from PuppetDB
- a list of active nodes from Orchestration Services
- a histogram of agent run start times from PuppetDB which is used to detect thundering herds
- output from the Puppet Server
/environmentsendpoint, which lists available directory environments and module search paths - the
environment.confandhiera.yamlconfiguration files from each environment
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/sysconfigor/etc/defaultand/etc/puppetlabs. - 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
Getting support from the 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.
- Join the
Puppet Enterprise user group. Your request to join will be sent to Puppet, Inc. for authorization and you will receive an email when you’ve been added to the user group.
- Click on “Sign in and apply for membership.”
- Click on “Enter your email address to access the document.”
- Enter your email address.
- Join the open sourcePuppet user group.
- Join the Puppet developers group.
- Report issues with the open source Puppet project.