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Red Hat Enhanced Solution Support: 24x7 engineering support

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24x7 support for Red Hat products

Red Hat® Enhanced Solution Support helps you confidently deploy and scale your IT infrastructure with engineering-level support from senior Red Hat engineers who know your mission-critical environment. Before deployment, a Red Hat engineer will conduct a supportability review to ensure your environment is stable and supportable. You can contact product experts 24x7 through a designated hotline. Our specialists will help restore your operations and accelerate the path to final resolution. Enhanced Solution Support offers assurance that Red Hat will be there to assist with critical issues in production environments so that you can consistently deliver the cloud services your customers demand.

Benefits of Red Hat engineer support

  • Speedy restoration due to Red Hat’s fast response time in the event of a production-critical issue
  • Increased confidence because of restoration and resolution service-level agreements (SLAs)
  • Efficient issue resolution with direct access to senior technical engineers who are familiar with your environment
  • High availability of help through a designated contact phone number, available 24x7
 Standard subscriptionPremium subscriptionEnhanced Solution Support
Hours of coverageStandard business hoursStandard business hours (24x7 for Severity 1 and 2)Standard business hours (24x7 for Severity 1 and 2)
Support channelWeb and phoneWeb and phonechannel
Web and phone
Web and phone Web and phone access to Enhanced team
Number of casesUnlimitedUnlimitedUnlimited, SLAs on one active issue at a time
 Standard subscriptionPremium subscription Premium subscription Enhanced Solution SupportEnhanced Solution SupportEnhanced Solution Support
Response timesInitial responseInitial responseRestoration and resolutionInitial responseRestoration timeResolution time
Severity 11 business hour1 hourN/A15 minutes4 hours20 days
Severity 24 business hours2 hoursN/A15 minutes8 hours40 days
Severity 31 business day4 business hoursN/A  4 business hours10 days1N/A
Severity 42 business days8 business hoursN/A8 business hoursN/AN/A

Contact your account representative for more information about Enhanced Solution Support.

 

Severity 3 SLA for production incidents only