How do I open a support ticket?

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

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 others to receive emails about the ticket, but it does not provide access to the portal. If you've already opened a ticket, you can add colleagues to the CC field when replying to a ticket.

Subject: Describe the issue and include the name of the component that's affected. For example: Using two Git repositories with Code Manager.

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

• If you recently upgraded or are planning an upgrade
• The business impact
• Error messages
• Recent infrastructure or networking changes
• Major incidents that occurred prior to the problem
• Integrations or modules you are using
• The last few commands entered or buttons clicked before the issue occurred

Priority: 

Select your Priority level based on the urgency of your issue. This allows our team focus on your specific needs and respond to all requests with appropriate urgency.

Select Your Puppet Product: Select the product you need help with.

What version are you using: Select the version of the product you're using.

Read more about Puppet Support offerings.

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

Attachment(s)

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. Read more about Puppet Enterprise logs.

Each file attachment is limited to 50MB.

If you have 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.

• If you have files over 50MB which can't be compressed or are inconvenient to split, please ask a Support Engineer for assistance.

• We use Box for uploads larger than 50MB. If you can't use Box, please let us know.

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.

Having trouble signing in or opening tickets?

If a colleague is having trouble signing in, they can get help at our Support Login Recovery page.

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To use a password manager like LastPass or 1Password with our Support Portal, you might need to add an entry to your password manager.

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.