Technical Account Management (TAM) Service Level Agreement
The TAM service is a service purchasable in addition to Red Hat product subscriptions. The Service Level Agreement associated with the TAM service is defined and determined by the underlying Red Hat product subscription. View the Red Hat Product Subscription Service Level Agreement for more information.
Hours of Coverage
The TAM service is a region-based service offered in all primary Red Hat support regions (North America, EMEA, Asia Pacific). The TAM service is offered during Red Hat Support standard business hours in those regions. View Red Hat Support standard business hours for more details.
Engaging a TAM Outside of Red Hat Support Standard Business Hours
Outside of Red Hat Support standard business hours, customers with premium Red Hat product subscriptions will receive 24x7 support for Severity 1 issues.
24x7 support is provided through Red Hat 24x7 production support lines under a follow-the-sun model.
The Red Hat 24x7 Production Support Team will be responsible for resolving your issue, but they will consult your TAM for advice and to gain a better understanding of your infrastructure, environment, and specific needs. Customers who purchase TAMs in each Red Hat primary support region should follow the same process and contact the appropriate Red Hat 24x7 support number.