OpenShift Enterprise Support Policy

Overview

Red Hat offers services for each major release of OpenShift Enterprise with designated support policies. Support policies are defined by a base entitlement as well as additional Add-On Entitlements.

Details

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 Enterprise platform, including the deployment and configuration of the various nodes and brokers as well as other administrative-type tasks. At this time, Red Hat does not offer Development Support for the OpenShift Enterprise platform, except in the case of premium Add-On Entitlements.

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 Enterprise platform. Currently, EAP is offered as an Add-On Entitlement and would be eligible for Development Support.