OpenShift Enterprise Support Policy
Red Hat offers services for each major release of OpenShift Container Platform or OpenShift Kubernetes Engine ("OpenShift") with designated support policies. Support policies are defined by a base entitlement as well as additional Add-On Entitlements.
OpenShift Enterprise will be supported according to the Production Scope of Coverage as detailed here: https://access.redhat.com/site/support/offerings/production/soc/.
OpenShift Enterprise will be supported according to Service Level Agreement as detailed here: https://access.redhat.com/site/support/offerings/production/sla/.
In practice, this means that Red Hat will assist a customer with the setup and administration of the OpenShift platform, including the deployment and configuration of the various nodes and brokers as well as other administrative-type tasks.
Customers who have premium Add-On Entitlements are also entitled to Development Support specifically for those Add-On Entitlements.
Any issue relating to a Development-type question for an Add-On Entitlement would follow the Development Scope of Coverage as detailed here: https://access.redhat.com/site/support/offerings/developer/soc/.
Any issue relating to a Development-type question for an Add-On Entitlement would follow the Development Service Level of Agreement as detailed here: https://access.redhat.com/site/support/offerings/developer/sla/.
In practice, this means that Red Hat will assist a customer with product-specific support questions for Add-Ons to the OpenShift platform. Currently, EAP is offered as an Add-On Entitlement and would be eligible for Development Support.
Separate from Add-Ons, OpenShift includes a number of supporting applications such as JBoss Web Server and Single Sign-On These supporting applications are required for core OpenShift functionality. The support for these applications is linked to their primary function in the main software package. Red Hat only provides support for these supporting applications for their primary use case in enabling the core functionality of, or integrating with OpenShift.