Getting the most out of your support experience

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Prerequisites
- An active Red Hat subscription to Red Hat products. If you do not have an active subscription, contact Red Hat Sales.

Gathering required information before calling Red Hat Global Support Services

Ensure that you have the following information at hand before calling Global Support Services:

  • Account and contact information
  • Issue severity
  • Debug logs, such as SOS report, Logcollector, or Spacewalk-Debug
  • Hardware type, make, and model on which the product runs
  • Software version
  • A list of recently installed upgrades
  • A list of recent changes to the system
  • An explanation of the problem and the symptoms
  • Any messages or significant information about the issue

If you forgot your Red Hat login information, see Login Assistance.

Account and contact information

Global Support Services requires the following account and contact information to get back to you:

  • Red Hat customer number or Red Hat Subscription Manager login name
  • Company name
  • Contact name
  • Preferred method of contact (phone or email) and contact information (phone number or email address)

Issue severity

Determining the severity of an issue is important to enable the Global Support Services team to prioritize their work.

For an overview of severity levels, see Red Hat Support Severity Level Definitions.

Installing the sosreport utility

This section describes how to install the sosreport utility provided by the sos package.

Prerequisites
- A valid subscription must be assigned to the host. For details, see How to register and subscribe a system to the Red Hat Customer Portal using Red Hat Subscription-Manager.

Procedure
1. Install the sos package:

$ sudo yum install sos

Additional information
- What is a sosreport and how to create one in Red Hat Enterprise Linux 4.6 and later?

Creating an SOS report

This section describes how to run diagnostics and create an SOS report.

Prerequisites
- The sos package is installed on the system.

Procedure
1. Create the SOS report:

$ sudo sosreport

Additional information
- What is a sosreport and how to create one in Red Hat Enterprise Linux 4.6 and later?

Submitting a severity 1 or 2 service request through the Customer Portal

Prerequisites
- An active Red Hat subscription to Red Hat products. If you do not have an active subscription, contact Red Hat Sales.
- You gathered the required information including account information, issue severity, and diagnostics report.
- Red Hat login details.

Procedure

  1. Open the https://access.redhat.com URL in your browser, and log in.
  2. Click Open a Support Case.
  3. Follow the on-screen instructions.
  4. Contact Global Support Services by telephone

Note: For customers with premium subscriptions, after-hours support is available for severity 1 and 2 issues.

Additional information
- For additional details and guidance on opening a support case, see How to Engage Red Hat Support, How do I open and manage a support case on the Customer Portal?, and Reference Guide for Engaging with Red Hat Support.
- For information on turn-around rates for both premium and standard subscriptions, see Production Support Terms of Service.

Submitting a severity 3 or 4 service request through the Customer Portal

Prerequisites
- An active Red Hat subscription to Red Hat products. If you do not have an active subscription, contact Red Hat Sales.
- You gathered the required information including account information, issue severity, and diagnostics report.
- Red Hat login details.

Procedure

  1. Open the https://access.redhat.com URL in your browser, and log in.
  2. Click Open a Support Case.
  3. Follow the on-screen instructions.

Additional information
- For additional details and guidance on opening a support case, see How to Engage Red Hat Support, How do I open and manage a support case on the Customer Portal?, and Reference Guide for Engaging with Red Hat Support
- For information on turn-around rates for both premium and standard subscriptions, see Production Support Terms of Service

Contacting Global Support Services by telephone

Prerequisites
- An active Red Hat subscription to Red Hat products. If you do not have an active subscription, contact Red Hat Sales. Note: If you do not have a premium subscription, support by telephone is only available during the regular hours.
- You gathered the required information including account information, issue severity, and diagnostics report.

Procedure
1. Locate the contact information for your region and country at https://access.redhat.com/support/contact/technicalSupport.
2. Call the support center.