Puppet offers two levels of support plans, Premium or Standard, with service options to meet a range of needs. We believe all customers should get the support they need, therefore every Puppet customer is enrolled in the plan of your choice.
|Support hours||24 x 7 x 365||Monday - Friday
8a.m. - 6p.m.
Local customer time zone
|Response times*||Any hour, anytime
Priority 1: 1 hour
Priority 2: 4 hours
Priority 3: 12 hours
|Priority 1: 1 business hour
Priority 2: 4 business hours
Priority 3: 12 business hours
|Phone support||Priority 1: 24x7||-|
|Number of cases per month||Unlimited||5|
|Maximum number of technical contacts||Unlimited||4|
|Access to all updates & upgrades of Puppet product||✓||✓|
|Access to all updates & upgrades of Puppet Enterprise||✓||✓|
|Access to authenticated Knowledge Base||✓||✓|
|Included training seats (annually)||Puppet offers two (2) vouchers for Puppet Enterprise Customers with under 500 nodes, and four (4) vouchers for Puppet Enterprise Customers with 500 nodes and above per Support Services term||–|
* Company holidays are observed and local offices are closed.