FuseSource Service Level Agreement
Red Hat offers two levels of support for Fuse products, based on type of subscription.
Fuse Developer Subscription
The Fuse Developer Subscription provides 8x5 quality technical support for development teams with guaranteed response times. It provides access to Red Hat support during regional business hours and online access to key technical information through the Red Hat Customer Portal. All customer patches are submitted back to the Apache community so the Apache projects and FuseSource products stay in sync.
Fuse Production Subscription
The Fuse Production Subscription provides 24x7 support for mission-critical projects in production. It also includes immediate response times to critical production issues, as well as packaged binary drops upon request. All customer patches are submitted back to the Apache community so the Apache projects and FuseSource products stay in sync.
| Service Level Agreement | ||
|---|---|---|
| Deliverable | Developer Subscription | Production Subscription |
| Technical Support Coverage | 8x5 | 24x7 |
| Number of Incidents | unlimited | unlimited |
| Online Support via the Red Hat Customer Portal | yes | yes |
| Services Request Management | yes | yes |
| Response Time: Critical Severity | 1 business hour | live contact |
| Response Time: High Severity | 4 business hours | 2 business hours |
| Response Time: Medium Severity | 8 business hours | 4 business hours |
| Response Time: Low Severity | 1 business day | 8 business hours |
Severity Definitions
Critical Severity
This type of issue results in a significant risk to the subscriber's business.
- Servers cannot be brought up and business is being handicapped; subscriber is losing money
- Business cannot function properly (random crashes, system limits amount of users, performance problems don’t allow business processing to complete in scheduled time) resulting in significant revenue loss
- Bug results in data or index corruption
- With deployment imminent, a bug is encountered that makes delivery of a working version of the application impossible
- Business is not operational and no current workaround exists
High Severity
This type of issue or bug prevents a critical system from performing at a normal level.
- Performance issues
- Bug preventing nightly processing
- Issue impacting deployment
Medium Severity
This type of issue is normal and has no critical impact to a production environment.
- Problem with use of product
- General usability questions
Low Severity
These types of issues do not require a fast response.
- Enhancement request
- Trivial work-around
- Subscriber not pursuing issue currently
- Subscriber asks for issue to be put on hold
- Minimal annoyance
- Documentation bugs
Support Exclusions
FuseSource support subscriptions do not cover any of the following:
- Use of the FuseSource Product other than in accordance with the license and documentation that accompanies such product
- Any modifications to the source code of the FuseSource products, other than modifications made by FuseSource in the course of providing the support services
- Errors caused by the subscriber or any third-party’s negligence, hardware malfunctions, or other causes beyond the reasonable control of FuseSource
- FuseSource products that are end-of-life
- FuseSource products installed in a hardware or operating environment not supported by FuseSource
