Red Hat Confirmed Sovereign Support

Red Hat’s 24x7 global support uses a follow-the-sun workflow, where experts in different time zones handle support cases to resolve issues faster. But some Red Hat® customers and partners have strict information security needs that must meet data regulations specific to their region. Many organizations also want to reduce dependency on foreign technology and suppliers to avoid business interruptions.

That is why Red Hat Confirmed Sovereign Support provides a support model that mitigates extraterritorial risk and helps customers meet regulatory compliance. This is particularly helpful for organizations in highly regulated industries and public sectors that build and deploy multitenant infrastructure for (as-a-Service) offerings in sovereign clouds or neoclouds.

Support for sovereign workload deployments with verifiable, regional controls 

Red Hat Confirmed Sovereign Support provides regional data storage and isolated escalation paths through local experts who have been vetted and use verifiable operational controls that adhere to governance policies. Red Hat Confirmed Sovereign Support is currently available in the United States and the European Union, with additional rollouts planned in other regions. Benefits include:

• Support that takes place within your jurisdiction to avoid the shortcomings of large hyperscalers and follow-the-sun models.
• Operational data sovereignty to prevent operational log data from being sent to global tools.
• Sovereign identity and access management to limit dependency on global identity control planes.
• Local, isolated escalation paths backed by a commitment to local engineering experts and workflows.
• Regional contractual assurances to mitigate geopolitical issues in regulated environments.

Red Hat Confirmed Sovereign Support ensures support access, personnel, processes, and operational data are in your jurisdiction. We strengthen regional cloud providers’ traditional support with verifiable, local operational controls to lower the risk of data leaking through a global support chain. By keeping diagnostic data and logs within your legal jurisdiction, we help you meet the highest regulatory and national security standards. With Red Hat Confirmed Sovereign Support, you get:

• Premium 24x7x365 support from local experts who have been vetted through rigorous background checks to meet all legal and security standards.
• Clear, consistent communication throughout the case lifecycle using regional guardrails that strengthen security posture, workload protection, and policy enforcement via restricted identity and access management.
• Physical and logical separation of data collected during support from all other case management systems, including Red Hat’s traditional support infrastructure, to meet data residency and confidential computing requirements.
• Open source transparency, verification, and audit tools required for a portable and flexible open hybrid cloud strategy.
• Support for on-premise datacenters and certified cloud and service providers to meet the needs of security-conscious customers like Amazon Web Services (AWS) GovCloud.

You can upgrade to Red Hat Confirmed Sovereign Support from standard and premium support levels for all products in the Red Hat portfolio, except:

• Discontinued products.
• Products designated as self-supported or academic.
• Products delivered via a Red Hat managed service like Red Hat OpenShift® Service on AWS.