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 subscription | Premium subscription | Enhanced Solution Support | |
| Hours of coverage | Standard business hours | Standard business hours (24x7 for Severity 1 and 2) | Standard business hours (24x7 for Severity 1 and 2) |
| Support channel | Web and phone | Web and phone | channel Web and phone Web and phone Web and phone access to Enhanced team |
| Number of cases | Unlimited | Unlimited | Unlimited, SLAs on one active issue at a time |
| Standard subscription | Premium subscription | Premium subscription | Enhanced Solution Support | Enhanced Solution Support | Enhanced Solution Support | |
| Response times | Initial response | Initial response | Restoration and resolution | Initial response | Restoration time | Resolution time |
| Severity 1 | 1 business hour | 1 hour | N/A | 15 minutes | 4 hours | 20 days |
| Severity 2 | 4 business hours | 2 hours | N/A | 15 minutes | 8 hours | 40 days |
| Severity 3 | 1 business day | 4 business hours | N/A | 4 business hours | 10 days1 | N/A |
| Severity 4 | 2 business days | 8 business hours | N/A | 8 business hours | N/A | N/A |
Contact your account representative for more information about Enhanced Solution Support.
Severity 3 SLA for production incidents only