How to Engage Red Hat for Issues in Microsoft Azure
Overview
Microsoft and Red Hat are working together to provide integrated support for your hybrid cloud. Integrated support is a collaborative support agreement between Red Hat and Microsoft. Customers using Red Hat products on Microsoft Azure are mutual customers, so both companies are united to provide the best troubleshooting and support experience possible.
When do I access integrated support?
Who you contact first depends on how you are using Microsoft Azure. You can engage Red Hat Technical Support directly if you are using Microsoft Azure through the This content is not included.Red Hat Cloud Access program. If the Red Hat Support Engineer assigned to your case needs assistance from Microsoft, the Red Hat Support Engineer will collaborate with Microsoft directly without any action required from you.
Microsoft will provide L1 and L2 Support if you are using a Marketplace (on-demand) image in Microsoft Azure. They have a process for directly collaborating with Red Hat Support Engineers for L3 Support.
Support workflow
Please note that it is difference in the customer service contact where you can contact to get a support for you RHEL on Azure.
If you bring your RHEL image through the Red Hat Cloud Access program and use it on Microsoft Azure, you can open a case from the Red Hat Customer Portal or contact Red Hat Technical Support directly by phone.
If you are using Marketplace (on-demand) images with Microsoft Azure, Microsoft will provide L1 (case study survey) and L2 support (study including verification), so please contact Microsoft customer service. Microsoft has a process for working directly with Red Hat support engineers for L3 support (detailed investigation).
On-demand users can search for knowledge on the Red Hat portal by linking their Azure and Red Hat accounts (https://access.redhat.com/articles/3189332).
Please search for information or knowledge on your issue before contacting your customer support. (Note that On-demand users can also use the Red Hat portal to search in our knowledge base. However, as explained before, they should contact Microsoft for support. )
What happens after I file a support case?
In case Red Hat Cloud Access, Once the Red Hat support case has been created, a Red Hat Support Engineer will be assigned to the case and begin collaborating on the issue with you and your Microsoft Support Engineer. You should expect a response to the issue based on Red Hat's Production Support Service Level Agreement.
What if I need further assistance?
Contact Red Hat Support for assistance in creating your case or with any questions related to this process. You can view any of your open cases This content is not included.here.
How do I engage Microsoft for support for an Azure platform issue?
If you have support from Microsoft, you can open a case using whatever process you typically would follow. If you don’t have support with Microsoft, you can always get support from Microsoft Content from azure.microsoft.com is not included.here.
How do Microsoft Azure customers access the Red Hat Customer Portal
In order to access the Red Hat Customer Portal, you would need to link your Microsoft and Red Hat accounts together. Please see this article on how to link your accounts together.