Red Hat Collaborative Support Process

Red Hat uses many ways to work collaboratively with our partners. The most scalable way in which we collaborate today is through the Technical Support Alliance Network. TSANet was established in 1993 and is an industry not-for-profit organization that facilitates vendor-to-vendor support collaboration on behalf of mutual customers.

Red Hat has been a member and on the Board of Directors since 2005. TSANet has over 750 member companies worldwide. The value in TSANet comes in the legal framework and code of conduct which allows members to collaborate seamlessly and securely. TSANet also includes a named escalation path to ensure prompt resolution to mission critical issues.

Red Hat makes extensive use of TSANet to troubleshoot and resolve customer issues that involve certified products from our partners. For partners with certified products a limited membership is offered by Red Hat Partner Connect as a program benefit. Partners with certified products are encouraged (and for some certifications required) to register with TSANet to take advantage of this collaborative support framework.

To confirm if a company is an active member, consult the TSANet members list.

If you intend to certify a product, register for your Red Hat Partner Connect TSANet membership at the Red Hat TSANet registration page. This registration process will require internal ownership and documentation of your support process by your Technical Support organization. For further information, please contact TSANet at membership@tsanet.org.