Red Hat support policy regarding third party packages in RHEL

Updated

Issue

  • When installing third-party software products on Red Hat Enterprise Linux (RHEL) servers, occasionally existing rpms get overwritten by the vendor rpms.
  • If users are required to install third-party software, how would that affect getting Red Hat support on those servers?

Environment

  • Red Hat Enterprise Linux (RHEL)

Resolution

  • Red Hat is officially obliged via our This content is not included.Red Hat Enterprise Agreements and Product Appendices to support the packages provided by Red Hat.

  • Red Hat does not provide support for any issues related to third-party software, drivers or repositories.

  • Red Hat does not provide support when core system packages such as kernel and glibc are replaced with third-party versions

  • Support will make a commercially reasonable effort to help customers with third-party applications installed on their RHEL systems, and may be able to offer some guidance.

  • Most likely support will fall back to the vendor that provided the rpm. 

  • These unsupported packages include following:

    1. Software or driver provided by other vendors
    2. Software or driver build by customer using development tools provided by Red Hat
    3. Packages shipped by Red Hat in Supplementary or Extra channel on RHN

  • All unaltered Red Hat packages are still under full Red Hat support.

  • In case the application in question uses any package or library shipped in RHEL, Red Hat can investigate the issue to see if the problem is within the Red Hat provided package or not.

  • If the problem is due to a bug in a dependent library or package shipped in RHEL, Red Hat will continue to support the issue related to that component.

  • Support would come from the vendor which provided the modified kernel and third party packages.

  • Third-party will contact Red Hat, if they find any issue with Operating System.

  • As per our SLA/Support Policy, we provide support for what we ship: Production Support Scope of Coverage

  • As a customer how does Red Hat support me when I use third party components?

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Components
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