Production Support Service Level Agreement
|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?