Production Support Terms of Service
| Self-support1 | Standard | Premium | ||
|---|---|---|---|---|
| Hours of coverage | N/A | Standard business hours2 | Standard business hours (24x7 for Severity 1 and 2)3 | |
| Support channel | None | Web and phone | Web and phone | |
| Number of cases | N/A | Unlimited | Unlimited | |
| Response times | Initial and ongoing response | Initial and ongoing response | Initial response | Ongoing response |
| Severity 1 | N/A | 1 business hour | 1 hour | 1 hour or as agreed |
| Severity 2 | N/A | 4 business hours | 2 hours | 4 hours or as agreed |
| Severity 3 | N/A | 1 business day | 4 business hours | 8 business hours or as agreed |
| Severity 4 | N/A | 2 business day | 8 business hours | 2 business days or as agreed |
1 Basic support is no longer available. If you still have a Basic contract, your terms of service remain at 2 business days for web support until its expiration date.
2https://access.redhat.com/articles/2623321
3 In order to provide you with 24x7 coverage, Red Hat requests that you identify a dedicated point of contact who will be available until the issue is resolved. NOTE: Severity 2 issues are not automatically set to 24x7 coverage after filing a support case, and 24x7 coverage should be explicitly requested if applicable. For more information, please refer to the following Knowledgebase Solution: Why is there no "24/7" option for Premium Severity 2 when opening a case via the Customer Portal?
