How does Red Hat work with you as a customer when you deploy third-party components* (software or hardware) along with our products?

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*Third-party components include: software, drivers, hardware, hypervisors, and guest operating systems.

Important: The value of certification

Red Hat supports Red Hat products when deployed on certified hardware, hypervisors or providers. Using Red Hat software in an unsupported configuration introduces significant risk to customer environments. Customers should avoid this scenario.

Thousands of engineers at Red Hat focus on taking upstream software and optimizing it for enterprise workloads and environments. Performance, stability, interoperability, ease of use, and reliability are a critical part of the value that Red Hat provides, validated by our certification processes.

For additional information on the strength, value, and protections of the Red Hat certification programs, see the Red Hat Subscription Value.

How Red Hat works with our partners and the community

If Red Hat suspects that a third-party component is involved in the issue, Red Hat may be able to work with another vendor in the following ways:

  • If the third-party component is supported by another vendor that is a Red Hat Partner or a member of TSANet, Red Hat may work with that vendor on our mutual customer’s behalf.
  • If a third-party component is NOT supported by a vendor that has a relationship with Red Hat, Red Hat provides only commercially reasonable support as we work to resolve the issue.

Summary of this Red Hat support policy

The following table provides a quick summary of our support policy for third-party components.

Table 1. Support scenarios for third-party components interacting with Red Hat products

Your situation Red Hat's relationship with the vendor Support provided
You can replace the third-party component for diagnosis. Red Hat has a relationship with the third-party vendor. Red Hat will work to isolate the issue. As needed, Red Hat will collaborate with the third-party vendor.
You can replace the third-party component for diagnosis Red Hat does NOT have a relationship with the third-party vendor. Red Hat will work to isolate the issue. Red Hat will provide commercially reasonable support, as available.
You can NOT replace the third-party component for diagnosis Red Hat has a relationship with the third-party vendor Red Hat will work to isolate the issue and collaborate with the third-party vendor as needed.
You can NOT replace the third-party component for diagnosis Red Hat does NOT have a relationship with the third-party vendor. Red Hat will provide commercially reasonable support, as available.

When the third-party component is NOT causing the issue

If Red Hat Support determines that a third-party component is not causing the issue, the normal SLA applies.

When Red Hat suspects that a third-party component is causing the issue

IF you can replace the third-party component for diagnosis

To isolate the issue, Red Hat will request that a customer reproduce an issue with the third-party component removed.

  • If the issue persists after the component is removed, this response suggests that the issue is with the Red Hat software.
  • If the issue no longer occurs after the component is removed, this response suggests that the issue is related to the third-party component.

IF you cannot replace the third-party for diagnosis

If you cannot replace the third-party component, Red Hat will continue to work on your issue as-is and use commercially reasonable methods. Because Red Hat will have a more limited ability to test and isolate the issue, the pace of resolution may be affected.

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