FAQ: Transitioning from support@quay.io to the Red Hat Customer Portal

What is changing?

To reach the Quay.io support team, starting January 1st, 2025, users are expected to open support cases via the Red Hat Support Case system on the Red Hat Customer Portal. To open a ticket, Quay.io must be selected as the affected product (not Red Hat Quay).

Support is provided for users with a paid Quay.io credit plan or yearly subscription within the SLAs of our Red Hat Online Terms of Services.

The existing support email support@quay.io will no longer be monitored, starting January 1st, 2025.

Please also see this knowledge base article for general information about using and getting support for Quay.io: https://access.redhat.com/articles/quayio-help

Why are we making this change?

By moving the Quay.io support experience to the Red Hat Customer Portal, customers can manage their interaction for all their Red Hat products and services in one place and standardize their support request flows. The Support Case System allows to manage attachments, case watchers, indicate severity level and whether information is needed from the requestor or if a response is awaited from Red Hat, making the support experience more effective.

Is the Service Level changing?

No, the service level is unchanged. The change only affects how users reach out Red Hat Support, not the level of their support experience or any SLAs.

What about my existing support cases?

All open cases in the current support ticketing system will be closed by Dec 31st, 2024. If you need to reach out to Red Hat Support referring to an old support case prior to this date, ensure that you are stating the corresponding ticket number in your request.

I don't have a paid Quay.io account, what do I do?

Users of the Quay.io free-tier offering can also leverage the Support Case System to reach out, but they only receive best-effort support. Extensive troubleshooting, call backs, guaranteed response times, responses outside of working hours are not available. If you need these, consider purchasing a Quay.io subscription by contacting Red Hat Sales or sign up for a Quay.io plan.