Getting support
You can get commercial support for versions of Puppet Enterprise (PE) in the leading-edge release stream (also known as STS), long-term support (LTS), and overlap support (extended support for prior LTS streams until EOL). You can also get support from our user community.
Puppet Enterprise support life cycle
Puppet Enterprise (PE) release streams are considered short-term support (STS), long-term support (LTS), overlap support (extended support until EOL), and end of life (EOL).
For full information about release types, support phases and dates for each release, release frequency, and upgrade recommendations, go to the Puppet Enterprise lifecycle policy page.
If the latest release with the most up-to-date features is right for you, download or try the latest PE release, or download an older supported release from the Previous Releases page. We recommend following our Installing guide and understanding the System requirements before downloading the installation package.
Open source tools and libraries
PE uses open source tools and libraries. We use both externally maintained components, such as Ruby, PostgreSQL, and JVM, and projects we own and maintain, such as Facter, Puppet agent, Puppet Server, and PuppetDB.
Projects 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 might 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 Security policy.
Support portal
We provide responsive, dependable, quality support to resolve any issues regarding the installation, operation, and use of Puppet Enterprise (PE).
PE has two commercial support plans: Standard and Premium. Both allow you to report your support issues to our confidential customer support portal. When you purchase PE, you receive an account and login details for the portal, which includes access to our knowledge base.
Puppet metrics collector
The Puppet metrics collector can help troubleshoot performance issues with Puppet Enterprise (PE) components.
Puppet Professional Services and Support use and recommend the tool to help optimize PE installations.
-
puppet_enterprise::enable_metrics_collection
(for Puppet services metrics) -
puppet_enterprise::enable_system_metrics_collection
(for system metrics)
puppetlabs-puppet_metrics_collector
module, from the Forge or other sources, specified in the code, you must
remove this version before upgrading to allow the version bundled with PE to be asserted.PE 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 and Puppet Enterprise (PE) diagnostics, compresses the data, and prints the location of the zipped tarball when it finishes running.
The pe_support_script
module, bundled with the installer, provides the
script.
Running the support script
Run the support script on the command line of your primary server or any agent node
running Red Hat Enterprise Linux, Ubuntu, or SUSE Linux Enterprise Server
operating systems with the command: /opt/puppetlabs/bin/puppet enterprise
support
PE version 2019.8.9 includes version 3 of the support
script. Version 3 has more options that can be used to modify the support script
behavior. As such, some options in version 3 are not available in combination with
the --v1
option. This is because the --v1
option activates the legacy (version 1) support
script. Options not compatible with version 1 are designated in the table below as
Not compatible with the --v1
parameter.
Option | Description |
---|---|
--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. Default is 7 (seven
days). |
--v1 |
Activate version 1 of the support script. This option is not
compatible with options designated as Not compatible with the
--v1
parameter. |
--v3 |
Activate version 3 of the support script. This is a default
but can be overridden with --v1 . |
--list |
List diagnostics that may be enabled or disabled. Diagnostics
labeled "opt-in" must be explicitly enabled. All others are
enabled by default. Not compatible with the --v1 parameter. |
--enable <LIST> |
A comma-separated list of diagnostic names to enable. Use the
--list option to print
available names. The --enable
option must be used to activate diagnostics marked as "opt-in."
Not compatible with the --v1 parameter. |
--disable
<LIST> |
A comma-separated list of diagnostic names to disable. Use
the --list option to print
available names. Not compatible with the --v1 parameter. |
--only <LIST> |
A comma-separated list of diagnostic names to enable. All
other diagnostics are disabled. Use the --list option to print available names. Not
compatible with the --v1
parameter. |
--upload |
Upload the output tarball to Puppet Support via SFTP.
Requires the --ticket <NUMBER> option to
be used. Not compatible with the --v1 parameter. |
--upload_disable_host_key_check |
Disable SFTP host key checking. Go to Use SFTP to upload files to Puppet
Support for a list of current host key values. Not
compatible with the --v1
parameter. |
--upload_user
<USER> |
Specify a SFTP user to use when uploading. If not specified,
a shared write-only account is used. Not compatible with the
--v1
parameter. |
--upload_key
<FILE> |
Specify a SFTP key to use with
--upload_user . Not compatible with the
--v1
parameter. |
# Collect diagnostics for just Puppet agent and Puppet Server
/opt/puppetlabs/bin/puppet enterprise support --only puppet-agent,puppetserver
# Enable collection of PE classification
/opt/puppetlabs/bin/puppet enterprise support --enable pe.console.classifier-groups
# Disable collection of system logs, upload result to Puppet Support via SFTP
/opt/puppetlabs/bin/puppet enterprise support --disable system.logs --upload --ticket 12345
Descriptions of diagnostics you can select with the
--enable
, --disable
, and
--only
flags are in the next section.
Information collected by the support script
This information is collected by the support script.
- base-status
- The
base-status
check collects basic diagnostics about the PE installation. This check is enabled and is not affected by the--disable
or--only
flags. - system
- The checks in the
system
scope gather diagnostics, logs, and configuration related to the operating system. - puppet-agent
- The checks in the
puppet-agent
scope gather diagnostics, logs, and configuration related to the Puppet agent services. - puppetserver
- The checks in the
puppetserver
scope gather diagnostics, logs, and configuration related to the Puppet Server service. - puppetdb
- The checks in the
puppetdb
scope gather diagnostics, logs, and configuration related to the PuppetDB service. - pe
- The checks in the
pe
scope gather diagnostics, logs, and configuration related to Puppet Enterprise services. - pe.console
- The checks in the
pe.console
scope gather diagnostics, logs, and configuration related to the Puppet Enterprise console service. - pe.orchestration
- The checks in the
pe.orchestration
scope gather diagnostics, logs, and configuration related to the Puppet Enterprise orchestration services. - pe.postgres
- The checks in the
pe.postgres
scope gather diagnostics, logs, and configuration related to the Puppet Enterprise PostgreSQL database.
Community support
As a Puppet Enterprise (PE) customer, you are 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 Users group. Your request to join is sent to
Puppet by Perforce for authorization, and you receive an email when
you’ve been added to the user group.
- Click “Sign in and apply for membership.”
- Click “Enter your email address to access the document.”
- Enter your email address.
- Join the open source Puppet Users group.
- Join the Puppet Developers group.
- Report issues with the open source Puppet project.