Open a ticket with Puppet Support

Click here to open a ticket. For Premium Priority 1 support 24 x 7 x 365, click here for the phone numbers.

Fill in as much information as possible to help us diagnose and solve your issue. Fields are mandatory unless they are marked (optional).

• CC (optional): If you want other colleagues in your organization to receive a copy of this ticket and its replies, enter their email addresses. This allows them to receive emails about the ticket. Only colleagues who are also Puppet Support contacts can be CC’d.

• Subject: Describe the issue, including the component that’s affected. For example: Using two Git repositories with Code Manager.

• Description: Enter a detailed description of your issue. Please include:

  • What is the business impact? Please let us know any clarifying details.
  • When did it start?
    • Did you upgrade or make other recent changes?
    • Were there major incidents that occurred prior to the problem?
    • What were the last few commands entered or buttons clicked before the issue occurred?
  • What troubleshooting steps have you already taken?
  • Were there any error messages?
  • What integrations and modules are you using?

• Priority:

  Select a Priority level based on the urgency of your issue. This lets our team focus on your specific needs while responding to all requests with appropriate urgency. Premium support has 24 x 7 x 365 service level agreement (SLA) response times. Standard support business hours for response times are Monday to Friday 8 a.m. to 6 p.m. in your time zone.

  • Priority 1: Critical production Puppet functionality is inoperative or severely degraded. No workaround is available. P1 support is not available for EOL versions of software. Response time is 1 hour for Premium support customers and 1 business hour for Standard support customers.

    If you have a Priority 1 issue and Premium support, please call us 24 hours a day, 7 days a week. We have staff available to work priority 1 issues around the clock, please have your global team’s contact information ready for us.

    If you have a Priority 1 ticket and Standard support, please add Priority 1 to the Subject field.

  • Priority 2: Puppet functionality or performance is significantly degraded. Workaround may be available. Response time is 4 hours for Premium support customers and 4 business hours for Standard support customers.

  • Priority 3: Puppet functionality or performance is not significantly degraded. Workaround may be available. Response time is 12 hours for Premium support customers and 12 business hours for Standard support customers.

  • Priority 4: Puppet functioning and performing as normal. Question or informational request. Response time is by the next business day.

  In observance of local holidays, Priority 2, 3, and 4 responses for all Support customers may occur the next business day. We will have Support available for Priority 1 per your support entitlement.

  Read more about levels of support plans in our customer handbook.

  Information about our Support policies and lifecycle is at the end of this article.

• Select Your Puppet product: After you select the product you need help with, select the version.

Attachments (optional)

Before sending any information to Puppet, it is your responsibility to ensure that all personally identifiable and sensitive information is either removed or encrypted.

The more information you can provide about the issue, the faster we can research your issue. If you have SaaS or console issues, send us a screenshot. If you see something out of the ordinary in a log file, attach it. Attaching log files (instead of pasting them into replies) makes it easier for our team to read and work with them.

Each file attachment is limited to 50MB.

For files larger than 50MB

• Compress log files into .tar.gz or .zip files.

• Split files into multiple 50MB files. For example, split a 150MB file named myfile into three 50MB files named mysplitfile.aa, mysplitfile.ab, and mysplitfile.ac, by runningsplit -b 50m myfile mysplitfile.

  Note: You must include the . (period) at the end of the command.

We have MFT and SFTP servers for large file uploads. Please let us know if you need to make large file uploads so that we can get credentials set up for you. 

Learn more about Puppet Enterprise logs, Comply logs, and the Continuous Delivery for Puppet Enterprise support bundle.

To check the status of your requests

1. In the upper right, click on your name.

2. Select My Activities.

Your tickets are under My requests. Other tickets opened by your organization are on the same page. To view them, click Requests I’m CC’d on or Organization Requests. By default, you can only see your own tickets. If you can’t view your organization’s tickets and would like to, ask your account team to add permissions for some or all of the support contacts at your organization.

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Support policies

Unsupported PE versions - As noted on our support lifecycle policy, when tickets are opened on PE versions that are no longer in mainstream or limited support mode, the ticket will be responded to with “commercially reasonable” effort and resources. Customers are always encouraged to be in production on either an LTS (long term support) or currently supported version of PE.

Unsupported code - If a bug/issue is discovered in either an unsupported module or code not explicitly supported by Puppet, it is not covered under the support agreement. This includes custom code written by Professional Services (PS) that has fallen outside the warranty period. Code reviews and code updates are available as a service from PS and can be arranged with account management.

Third-party integrations - Integration points (APIs, Termini, etc) with third party products on the Puppet side of the solution are covered by the agreement. The third party side of integration issues between the Puppet Software and applicable Third Party Software is not.

Support obligations - Puppet is not obligated to provide Support Services when: (i) the Puppet Software has been changed, modified or damaged; (ii) the issue is caused by Company’s negligence, misuse of software or hardware, hardware malfunction or other causes other than the Puppet Software; (iii) the issue is caused by hardware, third-party software or infrastructure; or (iv) the version of the Puppet Software is not a currently supported version, as determined by Puppet’s announced policies regarding the support of such versions.