As a customer how does Red Hat support me when I use non-Red Hat components?

Updated -

Third-party (aka 3rd party) components include: software, drivers, hardware, hypervisors, and guest operating systems.

The value of the Red Hat Ecosystem
Our customers realize the best support experience when using only components from our robust ecosystem of supported enterprise hardware, software, and cloud and service providers. Using Red Hat software with un-supported components introduces significant risk to your environment and can make problems difficult to diagnose.

For additional information on the strength, value, and protections of Red Hat’s ecosystem and certification programs see the Red Hat Subscription Value page and visit the Red Hat Ecosystem Catalog to view Red Hat certified and partner validated third party components.

Red Hat support policy regarding third-party commercially supported components

Red Hat and third party vendors separately offer support to their respective customers. In all cases that support offering is directly between the vendor and the customer, and each vendor is responsible for resolving issues with their product within their established scope of support.

When Red Hat DOES NOT suspect that the third-party component is involved in the issue, the normal Scope of Support and Red Hat SLA applies.

The following table indicates how Red Hat works with third parties when supporting our customers:

Scenario Third Party Component Status Red Hat Support Involvement
Third-party component IS NOT part of the reported issue Not Applicable, as no implications determined due to any third-party component. Red Hat will address the issue as per standard support policy and SLA.
Third-party component IS identified to be part of the reported issue. Third-party component IS Red Hat certified or partner validated as indicated in the Red Hat Ecosystem Catalog Red Hat will address the issue as per standard support policy and SLA and collaborate as needed with our ecosystem partners.
Third-party component IS NOT Red Hat certified or partner validated, as indicated in the Red Hat Ecosystem Catalog Red Hat will ask the customer to reproduce the issue using a Red Hat certified or partner validated product. For further help on the issue, the customer will be directed to the third party.

Comments