Red Hat Cloud Suite: Early Access Support Policy

The Early Access Program is not a replacement for standard support channels for questions related to the individual components or to existing installation. This program also cannot commit to a firm SLA for resolving issues, though efforts will be made to resolve any request in a timely manner.

Scope of Coverage

If we ship it, we...

Support

  • Installation
  • Usage
  • Configuration
  • Diagnosis
  • Bug reporting

Give development advice on

  • Application architecture
  • Application design
  • Best practices
  • Tuning
  • Application porting
  • Developer tools/plugins within the context of an active software subscription

Do not support

  • Production application issues
  • Wholesale application debugging
  • Modified RPMs or other modified packages
  • Red Hat Extras/Supplementary/Optional channels
  • Third-party products
  • Technology Preview features (more details)

Service Levels

  Professional Enterprise
Support entitlements Red Hat Enterprise Linux
Hours of coverage Standard business hours
Support channel
Red Hat Customer Portal Yes Yes
Case management by phone and online Yes Yes
Number of cases Unlimited Unlimited
Response times
Number of support contacts 1 1
Number of software entitlements 25 25