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Support

Production Support

With a Red Hat subscription, you have access to an around-the-clock global network of the most experienced, motivated, and knowledgeable Linux and Middleware support engineers. This expertise can virtually extend your in-house expertise and help you deploy with confidence.

You are not limited to issue resolution with a Red Hat subscription: we are here to help you avoid issues from the start. With unlimited incidents and 24x7 access to the unmatched technical expertise of our engineers, we will help guide you through planning, deployment, and operation.


Production Support Service Level Agreement 

 

Self-support1

Standard

Premium

Hours of coverage

N/A

Standard business hours

Standard business hours (24x7 for Severity 1 and 2)2

Support channel

None

Web and phone

Standard business hours (24x7 for Severity 1 and 2)2

Number of cases

N/A

Unlimited

Unlimited

Response times

Initial and ongoing response

Initial and ongoing response

Initial response

Ongoing response

Severity 1

N/A

1 business hour

1 hour

1 hour or as agreed

Severity 2

N/A

4 business hours

2 hours

4 hours or as agreed

Severity 3

N/A

1 business day

4 business hours

8 business hours or as agreed

Severity 4

N/A

2 business day

8 business hours

2 business days or as agreed

 

 1 Basic support is no longer available. If you still have a Basic contract, your SLA remains at 2 business days for web support until its expiration date.

2 In order to provide you with 24x7 coverage, Red Hat requests that you identify a dedicated point of contact who will be available until the issue is resolved.

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