Red Hat Developer Hub Support Policy

Overview

Red Hat offers services for each major release of Red Hat Developer Hub with designated support policies. This article outlines the support policies relevant to Red Hat Developer Hub applicable to a base entitlement.

Details

Red Hat Developer Hub will be supported subject to the Red Hat Production Scope of Coverage, Service Level Agreement and Red Hat Developer Hub Life Cycle.

In practice, this means that Red Hat will assist a customer with the setup and administration of Red Hat Developer Hub, including its deployment and configuration as well as other documented administrative-type tasks.

Support for Cloud Provider Kubernetes Offerings

At the time of each minor version release, Red Hat Developer Hub is tested and supported on the latest generally available (GA) versions of Kubernetes provided by select cloud providers, as outlined on the Red Hat Developer Hub Life Cycle page.

While Red Hat will make reasonable efforts to investigate issues reported on other, non-tested Kubernetes versions, the progression of a support incident will be subject to the Red Hat Third Party Software Support Policy. Customers may be requested to reproduce issues on a supported version and platform.

Please note that where issues are identified as originating from the underlying cloud provider's Kubernetes platform or infrastructure, customers will need to escalate and resolve these matters directly with their cloud provider. Red Hat will assist in diagnosing and isolating the issue where commercially reasonable, but ultimate resolution in those cases will depend on the cloud provider.

Red Hat recommends that customers align their production environments with the supported Kubernetes versions specified in the Developer Hub Life Cycle for their chosen cloud provider, ensuring compatibility and support coverage.

Support for External Databases

Red Hat Developer Hub relies on a database as a dependent component to operate properly. Included in the Red Hat Developer Hub entitlement, Red Hat provides support for the Postgres database available from Red Hat Software Collections, when managed exclusively through the Helm or Operator Developer Hub deployment. Alternatively, customers also have the flexibility to choose their own database from a range of third party vendors, which are best suited to their deployment architecture, availability requirements or established infrastructure.

Red Hat Developer Hub is engineered and tested to be integrated with the external databases and versions outlined on the product Life Cycle. If a database or version is not listed for a corresponding release of Developer Hub, it means Red Hat does not document, test, or provide support for it. Where a database version is specified, Red Hat is providing support for the core database version, and qualifies this by testing across a number of vendors. If there are any implementation specifics or proprietary features introduced by a database vendor, customers may need to work directly with their database vendor to resolve any issues. Red Hat does not support vendor-specific customizations beyond ensuring compatibility with the core database engine.

Red Hat provides support for a Developer Hub deployment and the integration to an external database. However, Red Hat does not provide direct support for databases when sourced from third-party vendors. Red Hat Support will provide integration assistance, which includes:

• Assisting with the configuration of Developer Hub to connect to the database
• Troubleshooting issues related to the integration of Developer Hub to the database. Red Hat will assist customers with problem analysis, to determine if an issue can be isolated to Developer Hub or a third party database.
• Providing documentation and continued qualification of guidance on necessary connection settings, capabilities and requirements

With the use of an external database, customers are responsible for all aspects of database configuration and associated operations. Customers must ensure that their database environment meets any necessary requirements, as set out in the Developer Hub product documentation. For issues beyond the scope of integration with Red Hat Developer Hub, customers may need to request commercial support from their database vendor.

Support for Plugins

Dynamic plugins (also known as Extensions) in Red Hat Developer Hub allow you to integrate your platform with a variety of complementary services and solutions. These plugins enjoy varying degrees of support depending on a number of factors including:

• The maturity and stability of the plugin
• The importance of the plugin to the Red Hat Developer Hub ecosystem
• The vendor offering the plugin for use*

Plugin support is divided into the following categories:

Support Level	Description
Generally Available & Tech Preview	Labeled as GA/TP in the documentation and Extensions catalog. Supported as per Red Hat Support Scope
Vendor Supported*	Labeled as GA or 'Certified' in the Extensions catalog. Supported by the Vendor (a Red Hat technology partner)
Developer Preview & Community Supported	Labelled as DP or Community in the Extensions catalog. All support at this level is on a 'best efforts' basis with no SLA

To see a list of the plugins available in each release of Red Hat Developer Hub, and to what degree each plugin is supported, please refer to the Supported Plugins tables in the Dynamic Plugins Reference section of the Red Hat Developer Hub Documentation or browse through the Red Hat Developer Hub Extension catalog on your Red Hat Developer Hub instance (admins only and restricted to dev/staging environments).

* Support requests for these plugins should be directed to the Red Hat partner and NOT to Red Hat.