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Red Hat Enhanced Solution Support: 24x7 engineering support

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Overview 

Red Hat® Enhanced Solution Support for Red Hat OpenShift® and Red Hat OpenStack® Platform helps you confidently deploy and scale your IT infrastructure with engineering-level support from senior Red Hat engineers who know your environment. Before deployment, a Red Hat engineer will conduct a supportability review to check that your environment is stable and set up in a way that ensures it is fully supported. You can contact product experts 24x7x365 through a designated hotline. Our specialists will help restore your operations quickly and accelerate the path to final resolution, which identifies the root cause of the issue to help protect against it happening again. 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

  • Speedy restoration to get your business back up and running 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) that guarantee restoration in 4 hours1 and resolution in 20 days in Severity 1 incidents 
  • 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

Table 1. Comparison of subscription levels and Enhanced Solution Support features

 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 phoneWeb and phone access to Enhanced team
Number of casesUnlimitedUnlimitedUnlimited; SLAs on one active issue at
a time
 Standard subscriptionPremium subscription Enhanced 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 days2N/A
Severity 42 business days8 business hoursN/A8 business hoursN/AN/A

Contact Red Hat for more information about Enhanced Solution Support.

 

Red Hat case study. “BSE builds world’s fastest trading system with Red Hat,” May 2017.

Severity 3 SLA for production incidents only