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?

 

转载至https://access.redhat.com/support/offerings/production/sla