Customer Support

If you are a current Puppet Support contract holder and have a question or problem, you’ve come to the right place.

If you don’t have Support but would like to learn more click here.

What is Supported

Puppet Labs will support the latest version and one major version prior to the latest version.  Version numbers are indicated as vX.X.X.  A Major version is indications by either a X.X increment.  For example, Puppet Labs as of Jul 2010 current version of Puppet is v2.6.0.  We currently also support the older v0.25.X versions and the v0.24.8 version of Puppet.  If your version is no longer supported, Puppet Labs will assist you with any upgrade problems you encounter.

What is Included in Support

  • Feature priority requests
  • Response to problems or bugs in the software
  • Basic help understanding specific features
  • Best Practices advice and implementation assistance

Issues Not Covered by Support

  • Debugging code not written by Puppet Labs
  • Custom development
  • Training
  • Integrating Puppet into other applications

When in doubt, please contact Support with questions. If the issue is not covered by Support, a Support Agent will direct you to the appropriate resource.

Contact Support

Enter your Support Portal here

If you don’t have a username and password for the Support Portal or need immediate access, below is our contact information:

  • Phone: 877.575.9775
  • Email: support@puppetlabs.com

Support Levels

Priority Level Silver Gold Platinum

Priority Level 1: Critical Service Impact

Issue with Puppet critically affects the primary business service, major application, or mission critical system & Puppet is determined to be at fault.

 4 Business Hours 1 Business Hour 1 Clock Hour Initial contact must be via Phone

Priority Level 2: Significant Service or Implementation Impact

The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.

 8 Business Hours 4 Business Hours 4 Business Hours
Initial contact must be via Phone

Priority Level 3: Moderate Service Impact

The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.

 12 Business Hours 8 Business Hours 8 Business Hours

Priority Level 4: No Service Impact

Non-critical issues, general questions, enhancement requests, or documentation issues

 24 Business Hours 12 Business Hours 12 Business Hours

Support Hours

Business hours are defined as 6:00 AM to 6:00 PM Pacific Time, Monday through Friday, exclusive of the following holidays:

  • New Year’s Day
  • Martin Luther King Jr.’s Birthday
  • President’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day & Day after Thanksgiving
  • Christmas Eve
  • Christmas Day

Get support

Resources