If your organization is planning or has deployed Puppet on production systems you’ll want to consider an annual Support contract. With a team of trained and experienced experts, our support services are provided to help customers deploy, develop and maintain their infrastructure using Puppet. Support from Puppet Labs goes beyond traditional trouble ticketing and resolution.
Clients gain access to our engineers for best practices advice and Puppet implementation assistance and guidance. Clients also have priority in new feature development requests, bug resolution, and participate in Puppet Roadmap discussions to ensure that we’re meeting your needs long term. Support offers a unique combination of services making it a must-have for enterprise-level deployments and mission-critical applications.
Download Puppet Support & Services (PDF)
“Puppet Labs Support has been instrumental in turning our ideas for system management into working tools capable of delivering automation needed in any systems administration environment. We can always count on them to find solutions to our needs and deliver them in a timely and cost-effect manner.”
Digant Kasundra, Stanford University
Enterprise Support Tiers
| Features/Plan Type | Silver | Gold | Platinum |
|---|---|---|---|
| Escalated Bug Fixes | Yes | Yes | Yes |
| Support Hours | 6a – 6pm PST, Monday – Friday |
6am – 6pm PST, Monday – Friday |
24 hours, 7 days a week |
| Email Support | Yes | Yes | Yes |
| Phone Support | Yes | Yes | Yes |
| Access to Private Support Portal & Forums | Yes | Yes | Yes |
| Feature Priorities | No | Yes | Yes |
| Maximum number of technical contacts | Two (2) | Four (4) | Unlimited |
| Response Times | 24 hours | 4 hours | 1 hour |
| Number of Incidents/month | Four (4) | Unlimited | Unlimited |
| Implementation Review | No | Annual | Quarterly |
| Technical Account Manager | No | No | Yes |
| Free Public Training | One (1) Engineer | Two (2) Engineers | Four (4) Engineers |
| Discount provided by purchasing with consulting services | 10% | 10% | 15% |
- Bug Fixes — Bugs that are filed by current support contract holders will have elevated priority.
- Feature Priorities — Feature requests that are submitted by current support contract holders will be elevated in priority and considered for addition to the product in the next major release.
- Implementation Review — Current support contract holders will have regularly scheduled phone/web meeting based reviews of their implementation with guidance and recommendations provided by senior Puppet Labs’ technical staff. See Puppet Audit description below.
- Technical Account Management — Consists of a bi-weekly conference call to review support usage, future product features and a yearly onsite visit. The benefit for the customer is to maintain visibility towards to the future. Also includes access to a customer-designated senior support engineer during business hours. The benefit for the customer is that someone familiar with the environment can resolve issues much faster.
Got a question?
If you’re interested in any of the services we offer, don’t hesitate to get in touch.