Technical Support Contact Schedules
For the Software Subscriptions and Online Services, you may contact Red Hat through your designated Support Contacts during the hours of coverage. You may designate up to the number of Support Contacts based on the number of Software Subscriptions or Services you have purchased (other than for Academic Edition Customers with Campus Wide Subscriptions*) as set forth below. For Premium Support, in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact to be available until the issue is resolved. You may change your designated Support Contacts by notifying us in writing and giving us five business days to process the change. The Support Contacts should have “read and write” access to the necessary files, English language communication skills and relevant technical knowledge.
| Number of Standard and Premium Software Subscriptions (excluding Red Hat JBoss Subscriptions) | Number of Cores included in Red Hat JBoss Software Subscriptions | Support Contacts |
|---|---|---|
| 1 to 250 | 1 to 255 | Up to 20 |
| 251 to 1,000 | 256 to 1,024 | Up to 40 |
| Every additional 1,000 | Every additional 1,024 | 40 additional |
Support Contacts for Red Hat Online Services
| Number of Nodes, vCPU, GPU, or Clusters | Traffic Tiers and Number of Accounts | Number of Support Contacts |
|---|---|---|
| Up to 4 | One Account up to 5 million API Calls / Day | 2 |
| 5-10 | One Account up to 10 million API Calls / Day | 4 |
| 11-20 | Two Accounts or up to 50 million API Calls / Day | 6 |
| 21-50 | Three Accounts or up to 150 million API Calls / Day | 8 |
| 50 or more | Unlimited Accounts and API Calls | 10 |
* For Academic Edition Customers with Campus Wide Subscriptions, you may have three (3) Support Contacts for every one thousand (1,000) FTEs.
