Transitioning Red Hat Support from Matrix to Red Hat - Questions and Answers

Q: Why is the support transitioning from Matrix to the Red Hat support team?
A: Red Hat wants to provide a consistent experience to all our customers and thus we have decided to insource support for Israel to the Red Hat support channels

Q: Will I be able to get support in Hebrew?
A: We will provide support for RHEL and Satellite in Hebrew, all other products continue to be supported in English.

Q: Will support be available 24x7?
A: Support in Hebrew will be available during Israeli business hours: Sunday-Thursday, 09:00-18:00.

Q: What will be the SLAs for support in Hebrew?
A: Support will adhere to the Production Support Terms of Service with the exception that support outside israeli business horus will be limited to English only.

Q: How can customers reach support?
A: The preferred way for all support tickets is through the Red Hat portal access.redhat.com,
Support over the telephone will be added by August 1st, 2019.

Q: I do not know my username and / or password to log in to the portal, who can help?
A: Customer Service can help in those situations.

Q: Does Customer Service provide services in Hebrew?
A: No, Customer Service continues to be English only.