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 |
N/A |
1 business hour |
1 hour |
1 hour or as agreed |
|
N/A |
4 business hours |
2 hours |
4 hours or as agreed |
|
N/A |
1 business day |
4 business hours |
8 business hours or as agreed |
|
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.