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|
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?