What kind of technical support is received with a Red Hat Level 3 "L3" subscription?

Solution Verified - Updated -

Environment

  • Red Hat Enterprise Linux

  • Red Hat Network Satellite

  • Red Hat Enterprise Virtualization

Issue

  • What is L3 support?

  • What kind of technical support is received with a Red Hat Enterprise Linux Level 3 subscription?

  • What kind of support is provided for Red Hat Network Satellite Level 3 subscription?

  • I need to open a case regarding a Winbind issue on an RHEL 7 server. The server is registered/subscribed but I'm only seeing "Red Hat Customer Portal" and "Red Hat Network" under the "Product" selection of "Open a New Support Case".

  • How can I open a case for an RHEL server?

Resolution

  • Level 3 or "L3" subscriptions are subscriptions in which primary support, L1 & L2, is provided by your hardware vendor. Support for your L3 subscriptions are listed as "L3-only" in your Red Hat Customer Portal subscriptions page.

  • Your subscription provides access to all content on the Customer Portal: downloads and updates from Red Hat Network, videos, tech briefs, and much more.

  • If you require technical support and have a "Level 3" or "L3 Support" subscription for Red Hat Enterprise Linux or other Red Hat products, please contact your hardware vendor directly. Your hardware vendor has Red Hat Certified Engineers and/or Technicians on staff to help resolve your technical queries. For assistance diagnosing and resolving any problem, the hardware vendor may then escalate the issue to Red Hat.

  • For issues related to registration, please open a ticket with Red Hat directly.

    • Web client errors on Customer Portal or RHSM
    • Unable to login with valid Red hat Login ID
    • Expected subscription is not affected on Account

  • For client registration issues with respect to Red Hat Satellite, please first contact your hardware vendor.

  • For Red Hat provided technical support, please contact Sales for more information.

Diagnostic Steps

  • Review entitlements associated with the account for something similar to :

    • L3: Red Hat Enterprise Linux Server (Up to 1 Guest)

    • L3: Red Hat Enterprise Linux Server

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