OpenShift Online Terms of Service
Red Hat's terms of service reflect the time period in which Red Hat will update a support case while the case is Waiting on Red Hat, unless otherwise negotiated with a customer. The terms of service do not indicate resolution time, which will vary from case to case.
| OpenShift Online | OpenShift Dedicated | ||
|---|---|---|---|
| Support Tier | Pro Basic1 | Premium Support | |
| Hours of coverage | Standard business hours | Standard business hours (24x7 for Severity 1 and 2)2 | |
| Support Channel | Web and Phone | Web and Phone | |
| Number of cases | Unlimited | Unlimited | |
| Response times | Initial and ongoing response | Initial response | Ongoing response |
| Severity 1 | 2 business days | 1 hour | 1 hour or as agreed |
| Severity 2 | 2 business days | 2 hours | 4 hours or as agreed |
| Severity 3 | 2 business days | 4 business hours | 8 business hours or as agreed |
| Severity 4 | 2 business days | 8 business hours | 2 business days or as agreed |
1 For more information on the Pro Basic plans, please see OpenShift Online Pricing.
2In order to provide you with 24x7 coverage, Red Hat requests that you identify a dedicated point of contact who will be available until the issue is resolved. NOTE: Severity 2 issues are not automatically set to 24x7 coverage after filing a support case, and 24x7 coverage should be explicitly requested if applicable. For more information, please refer to the following Knowledgebase Solution: Why is there no "24/7" option for Premium Severity 2 when opening a case via the Customer Portal?
