How does Red Hat define standard business hours?

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How does Red Hat define standard business hours?
Red Hat follows the generally accepted practice that Standard Business Hours are either 9:00 AM to 6:00 PM (0900-1800) local time for North America or 9:00 AM to 5:00 PM (0900-1700) for outside of North America. Standard Business Hours do not include weekends or local public holidays.

Calculation of Standard Business Hours is done by the location set in the customer’s Red Hat Customer Portal (sometimes called the RHN ID). For example, if a customer is in New York and has their Customer Portal account set with their correct address information, then Standard Business Hours will be 9am-6pm EST or EDT, depending on the time of year.

How does this work in practice?

If a North American customer were to contact a Red Hat regional support office at 5:45pm (17:45) local time with a critical system failure and the customer has Standard support then the initial response SLA for a Severity 1 critical issue is 1 business hour. Because the end of the local business day is 6:00pm (18:00), the customer may not receive a response until the following business day. If this event occurred on a Friday and Monday is a local holiday then the case would not be worked again until normal business hours resume.

7 Comments

the last sentece: "....again until normal business hours resume" should be better if it reads as "... again until normal business hours resume on Tuesday."

This will add some clarity for the sometimes, less than bright, user community.

Is there an official document that defines Production SLAs?

Sure! Here you go: https://access.redhat.com/support/offerings/production/sla

This page ( https://access.redhat.com/support/offerings/production/ ) also links to the Scope of Coverage Page, Life Cycle and Update policy pages.

How do I set my business hours to reflect a 4 day work week?

oh's

How does Redhat handle ITIL definition of a problem, where many cases linked to the parent problem can exist.
As per ITIL, each sub-case should be worked in a continuous workflow and SLA inherited from the problem ticket. All sub-case being continuous work toward resolution and serve only as a logicial segmentation between group of experts to fix the same root cause problem.

When I open a new ticket with Redhat, I end up with a bunch of individual SLA for each ticket, even if they are linked to the same problem. When we tackle production problem, this lead to a lot of overhead time. To the point, that I have to refuse support to open a separate ticket to troubleshoot a different component linked to the to the same outage.

Red Hat tickets are not ITIL tickets. ITIL processes vary from implementation to implementation (by design in ITIL) so we have our process defined (one issue per ticket) and that is how we work them. There is no was we could make our ticketing system match every customer's ITIL problem management system. At best you can think of us a incident management where our goal is to restore functionality ASAP.

(Note, this isn't an official statement by Red Hat on this. This is my view on the issue. If you desire an official statement on this work through your account executive and solutions architect to have a discussion with our support delivery team on this.)