question about https://access.redhat.com/solutions/5043
Dear Community,
My company is a DELL Partner and has provided servers with the following license :
Red Hat Enterprise Linux Server, Premium (Physical or Virtual Nodes) (L3 Only)
as per https://access.redhat.com/solutions/5043:
• Your subscription provides access to all content on the Customer Portal: downloads and updates from Red Hat Network, videos, tech briefs, and much more. If you require technical support and have a "Level 3" or "L3 Support" subscription for Red Hat Enterprise Linux or other Red Hat products, please contact your hardware vendor directly. Your hardware vendor has Red Hat Certified Engineers and/or Technicians on staff to help resolve your technical queries. For assistance diagnosing and resolving any problem, the hardware vendor may then escalate the issue to Red Hat.
Does it mean that my company will have to provide free L1 and L2 support ?
Thanks for your lights.
JJ.
Responses
Guru
6222 points
Hi Amkha,
This is a question for a Red Hat representative, not a Community question.
I would advise you to contact Red Hat customer services in your region. https://www.redhat.com/en and click on the globe, then choose the country nearest to you.
Regards,
Jan Gerrit
I'm not sure this applies to you but we had something similar with HPE. What is meant in our situation was that we contacted HPE initially and if the support case needed to be escalated past HPE's expertise Red Hat was involved.
Red Hat
Guru
7257 points
L3 support usually means you've bought hardware with RHEL pre-installed.
As part of that sales agreement, the hardware vendor is your point of contact for technical support about the OS.
If you have a usage or configuration query, you'll call Dell support, not Red Hat support. Dell have support engineers who have been trained to support RHEL and should be able to assist with any usage or config queries that you have.
In the event you encounter a problem which is a bug, Dell have a partner relationship where they report a quantified bug to us, and we work with Dell to resolve that bug.
The only time you would contact Red Hat directly is for issues related to subscription or package downloads, as those are your system interfacing directly with Red Hat systems and Dell have no visibility into that.
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