Enhanced Support for OpenStack Platform

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Enhanced Support for OpenStack Platform

Enhanced Support for OpenStack Platform

To help IT organizations transform their businesses and meet the increasing demands of their customers, Red Hat offers a dedicated support subscription for Red Hat OpenStack Platform. Enhanced Support for Red Hat OpenStack Platform delivers dedicated technical support and guidance that extends and strengthens your ability to deploy and manage cloud infrastructure.

Subscription benefits

Dedicated team of Red Hat OpenStack Platform support engineers
Direct access to support 24x7 via dedicated hotline
Quick response from support and continuous contact until issue is resolved
Decreased troubleshooting time shortens resolution time
Strategic cloud infrastructure planning with dedicated TAM
Technical knowledge and skill transfer from Red Hat product experts
Limited, critical on-site troubleshooting

Technical Account Managers (TAMs)

TAMs have deep industry knowledge and technical expertise to help your business successfully deploy new technologies and develop strategies to meet your business goals. A Dedicated Cloud TAM in your home country will work with you during business hours on strategic and tactical planning to maximize Red Hat OpenStack Platform as a part of your overall cloud solution. With a thorough understanding of your unique technical environment and goals, your TAM will provide guidance, share industry best practices, and advocate for accelerated fixes and future features on your behalf.

Dedicated Support Hotline

A dedicated team of specialized engineers is reachable 24x7 through a direct phone line. If issues arise that affect your production environment, senior support professionals will collaborate and provide fast response and continuous engagement until resolved. By working closely with your Dedicated Cloud TAM, the support team is familiar with your environment and configurations, helping to streamline the troubleshooting process and accelerate the time to resolution. An extension of your operations team, your dedicated Red Hat support team will collaborate with you to share knowledge, solutions, and recommendations to maximize your staff’s understanding of OpenStack technology and enhance their skills.

15-Minute Response Time

For production-impacting events (severity 1 and 2), a technical specialist will join a conference line within 15 minutes of the issue being reported to Red Hat. Our technical team will remain actively engaged with your team until a workaround or fix gets you back into production.

Service-Level Agreement

This service includes dedicated support for Red Hat OpenStack Platform, as well as Red Hat Enterprise Linux, Red Hat CloudForms, and Red Hat Ceph Storage when used as part of the OpenStack solution. Standalone Red Hat Enterprise Linux, Red Hat CloudForms, and Red Hat Ceph Storage deployments are not covered under the Enhanced Support subscription.

Hours of coverage 24x7
Support channel Dedicated phone line
Number of cases For concurrent issues, you can prioritize the issue for which you want to receive Enhanced Support. Other issues will be covered under the premium support service-level agreement.
Response Times Description
Severity 1 Initial response within 15 minutes, then continuous engagement to resolution
Severity 2 Initial response within 15 minutes, then continuous engagement to resolution
Severity 3 Initial response within four business hours, then ongoing response within eight business hours or as agreed
Severity 4 Initial response within eight business hours, then ongoing response within two business days or as agreed

 

For more information about Red Hat production support service-level agreements, please visit Production Support Terms of Service.

To get started with Enhanced Support for Red Hat OpenStack Platform, contact your Red Hat Account Manager.

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