Improve description of service levels
Issue
- Unclear difference in Support Levels
- When creating a new case engineers will have to select the Support Level. Only after referring to https://access.redhat.com/support/offerings/production/sla.html it became clear to me what the difference is.
- This link is not simply available to engineers logging a case.
- To simplify the choice for engineers and to reduce wrong picks I suggest to change the items in the pull-down menu to:
Premium (24x7 for Severity 1 and 2)
Standard (Business hours only)
- I also would like to suggest to include the SLA link under the "Support Level"-label.
- When my customer's engineers open a support case through the portal, they are asked to select a support level without being provided with context as to what these levels signify.
- We would like a brief parenthetical remark for each option. "Premium (24x7 for Severity 1 and 2)" rather than just "Premium", and "Standard (Business hours only)" rather than just "Standard".
- We would also like a link to https://access.redhat.com/support/offerings/production/sla.html for the SLA definition.
Environment
Red Hat Customer Portal
Subscriber exclusive content
A Red Hat subscription provides unlimited access to our knowledgebase, tools, and much more.