The Red Hat Escalation Process

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There are two types of escalation available in the Red Hat support process:

  • If you feel that your issue isn't being resolved appropriately or that your issue needs a more senior resource, you may require a technical escalation.
  • If you feel that your issue has become more severe or should be a higher priority, you may require a management escalation.

Sometimes issues are escalated along both paths simultaneously.

Technical Escalation

There are several ways to request a technical escalation:

  • The easiest way to request an escalation is to click the "Request Management Escalation" button when viewing your case.
  • Global Support Managers are accountable for customer satisfaction and can be contacted if you are ever dissatisfied with the support you receive from Red Hat. Feel free to reach out to one of the Global Support Managers—24 hours a day, 7 days a week, 365 days a year—by calling our toll-free number and asking to be escalated to a support manager.
  • Your sales representative, Solution Architect, Technical Account Manager, or Support Relationship Manager can also escalate issues on your behalf within Red Hat.

Management Escalation

There are several ways to request a management escalation:

  • The primary management escalation path is through your regional support manager. You should inform your regional support manager any time you are unhappy with any aspect of your support experience.
  • Your sales representative, Solution Architect, Technical Account Manager, or Support Relationship Manager can escalate issues on your behalf within Red Hat. Please use this method also if you want to discuss support processes, explore options for improving your support experience, or organize an account review.

Customers are encouraged to use any combination of the above support escalation processes to drive the appropriate response. Any questions can be directed to any member of your account team or the regional support manager. The continual improvement of the customer support experience is a collaborative effort between Red Hat and our customers.

Certifications & Exam Questions

If you've taken an exam and have a question about your certification status, submit them here.

Management Escalation Contacts

Region Name Role Phone Email
Americas Paul Lyons Senior Director, Global Support Delivery Office: +1 978 392 1068
Mobile: +1 774 288 1137
plyons@redhat.com
Jennifer Dearman Director, Customer Experience & Engagement Office: +1 919 754 4718
Mobile: +1 984 255 4591
jdearman@redhat.com
Europe, the Middle East and Africa (EMEA) Ian Annis Senior Director, Customer Experience & Engagement Office: +44 1252 362 916
Mobile: +44 7977 257 448
iannis@redhat.com
Asia Pacific (APAC) Mustafa Mahudhawala Director, Customer Experience & Engagement Office: +91 20 30467014
Mobile: +91 9158998354
mmustafa@redhat.com
Andy Karandikar Director, Customer Experience & Engagement Office: +65 6490 4147
Mobile: +65 8660 5931
andyk@redhat.com
Worldwide Marco Bill-Peter Vice President, Customer Experience & Engagement Mobile (US): +1 617 818 0707
Mobile (CH): +41 79 901 12 15
mbp@redhat.com

Security Contacts and Procedures

Red Hat takes security very seriously, and we aim to take immediate action to address serious security-related problems that involve our products or services.

Please report any suspected security vulnerability in a Red Hat product or service to Red Hat Product Security at secalert@redhat.com. You can use our GPG key to communicate with us securely.

Refer to the Security Contacts and Procedures page for information on how to report a security issue in a Red Hat product or service.

Feedback Surveys

Red Hat feedback surveys are a vital mechanism for improving our support policies and processes.

Every time you close an issue related to Red Hat Enterprise Linux, you will receive a feedback survey. For Red Hat JBoss Middleware support requests, these surveys are issued quarterly. If you subscribe to Technical Account Management services, you will also receive a quarterly survey.

The Red Hat management team reads every survey response. Red Hat reviews surveys with a formal QA process, and we will schedule follow-up contact with you when requested or appropriate. You can take full advantage of this opportunity by providing as much feedback as possible, whether good, bad, or neutral.

At Red Hat, we pride ourselves on delivering the best support experience in the industry and want to continue doing so. Everything you tell us will go directly into improving your support experience.