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Production Support Service Level Agreement

Self-support1 Standard Premium
Hours of coverage N/A Standard business hours Standard business hours (24x7 for Severity 1 and 2)2
Support channel None Web and phone Web and phone
Number of cases N/A Unlimited Unlimited
Response times Initial and ongoing response Initial and ongoing response Initial response Ongoing response
Severity 1 N/A 1 business hour 1 hour 1 hour or as agreed
Severity 2 N/A 4 business hours 2 hours 4 hours or as agreed
Severity 3 N/A 1 business day 4 business hours 8 business hours or as agreed
Severity 4 N/A 2 business day 8 business hours 2 business days or as agreed

1 Basic support is no longer available. If you still have a Basic contract, your SLA remains at 2 business days for web support until its expiration date.

2 In 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?