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 Starter1 Pro Basic1 Premium Support
Hours of coverage NA 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 NA Unlimited Unlimited
Response times Initial and ongoing response Initial and ongoing response Initial response Ongoing response
Severity 1 NA 2 business days 1 hour 1 hour or as agreed
Severity 2 NA 2 business days 2 hours 4 hours or as agreed
Severity 3 NA 2 business days 4 business hours 8 business hours or as agreed
Severity 4 NA 2 business days 8 business hours 2 business days or as agreed

Previous Generation OpenShift Online Service (v2)

OpenShift Online (v2)
Support Tier Free & Bronze Silver Dedicated Node
Hours of coverage NA 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 NA Unlimited Unlimited
Response times Initial and ongoing response Initial and ongoing response Initial response Ongoing response
Severity 1 NA 2 business days 1 hour 1 hour or as agreed
Severity 2 NA 2 business days 2 hours 4 hours or as agreed
Severity 3 NA 2 business days 4 business hours 8 business hours or as agreed
Severity 4 NA 2 business days 8 business hours 2 business days or as agreed

1 For more information on the Starter and 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?