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IMPORTANT – HOW TO CONTACT SPLUNK ON-CALL SUPPORT

IMPORTANT Splunk On-Call Support Changes

Thank you for being a valued Splunk customer. We are excited to share some enhancements to the Support Experience.

The Splunk On-Call (formerly VictorOps) Support contact page is moving to join the Splunk Support Portal.  You’ll receive the same world-class support from your Splunk On-Call Support Engineers. 

PLEASE NOTE:  This migration will NOT affect your login and access to your Splunk On-Call (formerly VictorOps) instance. On November 11th, end-users may contact Splunk On-Call Support via the following methods:

1.  Live Chat: If you are logged into your Splunk On-Call instance, you will have the ability to Live Chat with the Splunk On-Call Support team.

2.  Splunk Support Portal: You can open a Splunk On-Call support case in the Splunk Support Portal:https://login.splunk.com/

IMPORTANT CHANGES:  

1.  CREATE A SPLUNK LOGIN:  When accessing 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”
  1. CREATING A CASE:  Starting on November 11th, you must log in to the Splunk Support Portal to create a Splunk On-Call Support Case. You may also chat with Support from the new chat widget within our product. Live Chat with a Technical Support Engineer will open an On-Call Support case. 
  • If you email Splunk On-Call Support after this change, you will receive an automated email pointing you towards the Splunk Support portal.

FAQ

  1. When are these changes going live?
    1. November 11th, 2021 is when the changes will take place. On November 11th, in order to open a support ticket, the user will need to live chat in from the On-Call product or open a ticket in the Splunk Support Portal. Until November 11th, please still email spoc-support@splunk.com to open a support ticket with Splunk On-Call support.
  2. 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 on the far right corner and make sure to sign up with your company email.
  3. I created a Splunk Support Portal but I do not have an option to open a case
    1. If after November 11th 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.
    2. Please make sure the email you use to live chat with Splunk On-Call support is the same as the email you used to sign up for the Splunk Support Portal.
  4. Will I still be able to live chat with Splunk On-Call Support?
    1. Yes! Live chat is available in the Splunk On-Call portal. There will no longer be the Intercom bubble but there will be a slightly different chat widget in the bottom right corner of your On-Call instance.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
Updated on December 3, 2021

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