How to Contact Splunk On-Call Support

IMPORTANT – How to Contact Splunk On-Call Support

There are three different ways to contact Splunk On-Call (formerly VictorOps) Support:

1. Live Chat: If you are logged into your Splunk On-Call instance, you have the ability to Live Chat with the Splunk On-Call Support team via our in-product chat feature. This is the fastest, easiest way to reach Splunk On-Call Support. A Live Chat with a Technical Support Engineer will also open an On-Call Support case. 
2. Splunk Support Portal: If you have the correct permissions (an “entitlement”) you may open a Splunk On-Call support case in the Splunk Support Portal: https://login.splunk.com/ This path requires that you log into the Splunk Support Portal, which is a different login than the Splunk On-Call product login. If this is the first time you’ve accessed the portal, please follow the directions outlined below.
3. Call Center: If you don’t have access to your On-Call instance or the Support Portal, please call our hotline to be routed to On-Call Support. This path will require you to specify that your question is for the Splunk On-Call product.

HOW TO CREATE A SPLUNK SUPPORT PORTAL LOGIN:  When accessing the Splunk Support Portal for the first time, you will need to create a new Splunk login. It’s an easy process, and you can take that action now:

1. Visit the Splunk Support Portal 
2. Select “sign up”
3. Fill out the form on the far right under “Create Your Splunk Account”

CREATING A SUPPORT CASE IN THE SUPPORT PORTAL:  You must log in to the Splunk Support Portal to create a Splunk On-Call Support Case.

FAQ

1. How do I create an account for the Splunk Support Portal?

   1. To create a Splunk Support Portal account, visit the “Create Account” link on the log-in page. Fill out the form in the far right corner and make sure to sign up with your company email.

2. I created a Splunk Support Portal but I do not have an option to open a case

   1. If you do not have an option to open a case in the support portal, please reach out via Live Chat in the Splunk On-Call portal. If you don’t have access to your On-Call instance, please call our hotline to be routed to On-Call Support.

3. I already have a Splunk Support Portal login and have the entitlements to open cases with Splunk Support. Will these entitlements carry over to Splunk On-Call support cases?

   1. Splunk On-Call support will not require entitlements to open a support case with Splunk On-Call support. However, access to open a ticket via the Support Portal does need to be granted in order to see the option to open a ticket with Splunk On-Call support.
   2. If you do not automatically see the option to open a support ticket with Splunk On-Call support within the Support Portal, please reach out via live chat in the Splunk On-Call platform. Please use the same email to live chat that you used to log into the Support Portal.

4. I already have a Splunk Support Portal login but I do not have entitlements, do I need entitlements to open a case with Splunk On-Call support?

   1. Splunk On-Call support will not require entitlements to open a support case with Splunk On-Call support. However, access to open a ticket does need to be granted in order to see the option to open a ticket with Splunk On-Call support.
   2. If you do not automatically see the option to open a support ticket with Splunk On-Call support within the Support Portal, please reach out live chat. Please use the same email to live chat that you used to log into the Support Portal.

5. I have a Splunk Core/Cloud login, is the Splunk Support Portal the same login information?

   1. No. The Splunk product logins are different than the Splunk Support Portal logins.

6. I have a Splunk Core/Cloud login that utilizes SSO, does the Splunk Support Portal use SSO?

   1. No. The Splunk product logins are different than the Splunk Support Portal logins. The Splunk Support Portal does not utilize SSO login.