Table of Contents
- Frequently Asked Questions (FAQs)
- What is priority customer support routing?
- What are the login requirements to submit a request?
- What information is required to submit a request?
- What types of issues does priority customer support routing address?
- What is priority customer support routing NOT intended to address?
- What happens when I open a priority customer support routing case?
- How can I update the case with new information?
- Priority customer support routing appears broken. I never received a response or there was an error. What do I do?
- Why isn't priority customer support routing in Partner Center? Are there plans to integrate in the future?
- What can I expect Red Hat to do about customer support issues that I report?
- Is priority customer support routing available 24 x 7?
- What if I do not get the results I expected or I am dissatisfied with the results?
IntroductionPriority Customer Support Routing (PCSR) is a partner-escalation process that enables our strategic partners to escalate unresolved or mission critical customer support issues to Red Hat customer support leadership. Direct Link This process helps us better manage customer issues reported by our partners and provides a process for resolving these issues. Download this Quick Start Guide for future reference.
Frequently Asked Questions (FAQs)
Question (Q): What is priority customer support routing?ANSWER (A):
Priority customer support routing extends our internal Red Hat customer program. It allows partners to have a direct customer support escalation path to Red Hat for appropriate action.
Q: What are the login requirements to submit a request?A: The requestor needs to have a valid Red Hat Network (RHN) login and use the email address associated with that login. Reply and update emails must originate from an email address associated with an active RHN login, or they will not be processed.
Q: What information is required to submit a request?A: The following fields are required. (All other fields are optional.) Please provide as much information as possible, so that Red Hat can immediately act upon your request.
- Email Address: You must have a valid email address associated with a Red Hat Network (RHN) login to receive email updates.
- Phone Number: We need a contact number in case we are unable to communicate via email.
- Customer Account Number: A valid customer account number is required for the system to create the escalation request. Please use the customer account number or your own account number. Find your account number by clicking on your user name in the upper right corner of this page.
- Red Hat Support Ticket Number: We recommend that you submit a ticket number to associate the request to a specific customer issue in our system. You may omit this field. But if we don't have a ticket number, it may delay our ability to associate the request with the customer issue. If a ticket number is not available, we will contact you for details on the issue you are reporting.
Q: What types of issues does priority customer support routing address?A: Priority customer support routing provides Red Hat Partners with an escalation path for a customer's active or recent (last 30 days) support ticket that is not progressing in a timely manner or not being resolved to the customer's satisfaction. Specific use cases:
- An account manager is in the field visiting a customer. The customer has a service request open with Red Hat Global Support Services (GSS), and the customer is dissatisfied with how it is progressing.
- A solution architect (SA) is on a customer call describing a solution from Red Hat, and the customers tell the SA they are dissatisfied with support from Red Hat. Although Red Hat provided a resolution via a support case and the case was closed, the customers are not happy with the response or conclusion of the case.
- A partner delivery specialist is delivering an engagement on-site with a customer, engaged with Red Hat support via the customer subscription. The specialist becomes aware of customer or partner-business impact that needs to be communicated to Red Hat GSS leadership outside of the support case.