Managed Services Life Cycle and Support Policies

Overview

Red Hat's Managed services differ from our traditional, on-premise, products in that they don't have a time-limited life cycle and, because they are hosted by Red Hat, have somewhat different support policies. This article describes what customers can expect related to life cycle and support for our Red Hat managed and hosted offerings.

Applies To

This article and its content apply to the following Managed Services:

This list will expand as additional Managed Services are offered by Red Hat.

Life Cycle

Because services that are hosted and managed by Red Hat are kept up-to-date by our operational team, there is no concept of a "version" of the software that comes to an "end of support" or "end-of-life" event. The components of software that make up the managed service are carefully selected and integrated by Red Hat to provide an up-to-date and secure offering. There are specific versions of components used, but the customer is not expected to be concerned about what those versions are because the customer is not managing their deployment and maintenance.

Updates to Services

Red Hat will attempt to keep the Managed Service up-to-date without impacting customer use or production workloads. However, there will be times when the service must be made unavailable in order to perform an update or maintenance. In those cases, Red Hat will notify the customer and offer them, when possible, a maintenance window during which the update or maintenance will be performed.

Security

Red Hat monitors all of our software and components for potential security vulnerabilities. When a vulnerability is identified to be affecting a component used in a Managed Services offering, we will update that component with a new version as soon as the vulnerability is resolved.

Support Policies

Customer Portal

Customers of Managed Services are encouraged to maintain an account on Red Hat's Customer Portal in order to:

• have access to all product documentation
• have access to product-related knowledge base articles
• have access to product-related knowledge base Solutions. Solutions are articles that are derived from actual support cases and situations. They are available to allow customers to self-support their issues.
• have access to opening support cases

Support Case Opening

Customer can open support cases by selecting their Managed Service as the Product for the case. See the list above.

Red Hat has target initial and ongoing response times as documented in our Production Support Terms of Service.
Managed Services are considered Premium Level entitlements for the purposes of our SLAs and response times.