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 Enterprise customer you’re at the top of our list with guaranteed response times, knowledge base, and professional support engineers to support you.

Looking for more? A Puppet Technical Account Manager (TAM) is a designated resource who works collaboratively with your organization to ensure you make the best use of Puppet Enterprise for optimal performance and growth.

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 Enterprise 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

Sometimes you require a higher level of service than what’s included in a standard support package. That’s where premium support comes in, with extras like phone support for Priority 1 issues 24 hours a day, seven days a week, and unlimited cases, technical contacts, and free training vouchers. Contact us to add premium support to your Puppet Enterprise license.

Premium support
Support plans comparison

Puppet offers two levels of annual support plans, Premium or Standard, with service levels to meet a wide 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
Minimum node requirement 100 11
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 Enterprise
Access to authenticated Knowledge Base
Free training seats (annually) Up to 4 seats
Escalation management of business impacting cases

* Company holidays are observed and local offices are closed.

Learn more about our support plans