Expert help from professional engineers

We believe all customers should get the support they need, therefore every Puppet customer is enrolled in the plan of your choice. As a Puppet customer you’re at the top of our list with guaranteed response times, a current knowledge base, and professional support engineers to support your success with a Puppet solution.

Want more? The Technical Account Manager (TAM) provides a designated resource who works collaboratively with your organization to meet your business goals using Puppet. This service includes other business benefits and is a proven value added service.

Expert help from professional engineers

Standard support

A key component of every successful Puppet implementation is access to a knowledgeable support team. That’s why every Puppet product license includes standard support from day one.

  • Access to thousands of knowledge base articles
  • Create and manage support tickets for timely help
  • Online support during normal business hours
  • Access to product updates and upgrades
Standard support

Premium support

As a global or critical business, you may require support around the clock. That’s when premium support is the most logical choice. With extras like phone support for Priority 1 issues 24 x 7 x 365, SLA response times 24x7, unlimited cases and technical contacts. For Puppet Enterprise customers, training vouchers are also included in this level of support. Contact us to add premium support to your Puppet product license.

Premium support
Support plans comparison

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.

  Premium Standard
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 -
Online support
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.

Learn more about our support plans