Puppet offers two levels of annual support plans, Premium or Standard, with service levels to meet a wide range of needs. We believe all customers should get the support they need, therefore every Puppet customer is enrolled in the plan of your choice.
|Minimum node requirement||100||11|
|Support hours||24 x 7 x 365||Monday – Friday
8a.m. – 6p.m.
Local customer time zone
|Response times*||Any hour, anytime
Priority 1: 1 hour
|Priority 1: 1 business hour
Priority 2: 4 business hours
Priority 3: 12 business hours
|Phone support||Priority 1: 24×7||–|
|Number of cases per month||Unlimited||5|
|Maximum number of technical contacts||Unlimited||4|
|Access to all updates & upgrades of Puppet Enterprise||✓||✓|
|Access to authenticated Knowledge Base||✓||✓|
|Free training seats (annually)||Up to 4 seats||–|
|Escalation management of business impacting cases||✓||–|
* Company holidays are observed and local offices are closed.