If your organization is planning to deploy or has deployed Puppet on production systems, you may want to consider Puppet Enterprise, which includes support and maintenance. 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 & maintenance for Puppet Enterprise goes beyond traditional trouble ticketing and resolution.
“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 | Standard | Premium |
|---|---|---|
| Escalated Bug Fixes | Yes | Yes |
| Support Hours | 6am – 6pm PST, Monday – Friday |
24 x 7 x 365 |
| Email Support | Yes | Yes |
| Phone Support | No | Yes |
| Access to Private Support Portal & Forums | Yes | Yes |
| Feature Priorities | No | Yes |
| Access to All Updates & Upgrades of Puppet Enterprise | Yes | Yes |
| Maximum number of technical contacts | Four (4) | Unlimited |
| Response Times | Priority 1: 1 business hour
Priority 2: 4 business hours Priority 3: 12 business hours |
Priority 1: 1 calendar hour (contact via phone)
Priority 2: 4 business hours Priority 3: 12 business hours |
| Number of Cases/month | 5 | Unlimited |
| Free Public Training | No | Four (4) Engineers |
- 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.