What are the levels of support I get with a Red Hat subscription?

Solution Verified - Updated

Environment

  • Red Hat Enterprise Linux All versions

Issue

  • What are the levels of support I get with a Red Hat subscription?

Resolution

Production Support

Red Hat offers three levels of production support with a paid subscription. According to Red Hat service levels, here are the following definitions.

SELF-SUPPORT (Entry-Level): With self-support entitlement, you can visit the resource on the RHN, product documentation, KCS article/solutions, download packages and errata. However, Red Hat will not provide technical support outside of content access from Red Hat provided resources.

BASIC: Web support only. Tickets are opened and worked via the web by our web team. Please be advised that the basic subscription does NOT include any phone support.

  • An unlimited number of cases can be opened.

  • Tickets are worked during Standard Red Hat business hours in their respective regions and languages. See below for the link for hours and language offerings.

  • All Severity ( 1,2,3,4) cases have an initial and ongoing response time of 2-business days. See below link for severity definitions.

NOTE: This service level has been deprecated since 2010, and is listed here only for historical purposes.

STANDARD : Web and Phone support. Tickets can be opened via the Web or Phone. Web tickets can be converted from Web to Phone support. If this is desired then please reference the open web ticket when calling.

  • An unlimited number of cases can be opened.

  • Tickets are worked during Standard Red Hat business hours in their respective regions and languages. See below for the link for hours and language offerings.

  • For Severity levels see link below for severity definitions.

  • Severity 1 cases have an initial and ongoing response time of 1-business hours.

  • Severity 2 cases have an initial and ongoing response time of 4-business hours.

  • Severity 3 cases have an initial and ongoing response time of 1-business day.

  • Severity 4 cases have an initial and ongoing response time of 2-business days.

PREMIUM : Web and Phone support. Tickets can be opened via the Web or Phone. Web tickets can be converted from Web to Phone support. If this is desired then please reference the open web ticket when calling.

  • An unlimited number of cases can be opened.

  • Tickets are worked during Standard Red Hat business hours in their respective regions and languages. See below for the link for hours and language offerings.

  • For Severity levels see link below for severity definitions.

  • Severity 1 cases have an initial and ongoing response time of 1 business hour. All severity 1 premium cases are treated as 24x7 unless otherwise negotiated.

  • Severity 2 cases have an initial response time of 2 business hours and ongoing response time of 4 hours or as agreed.

  • Severity 3 cases have an initial response time of 4 business hours and ongoing response time of 8 business hours or as agreed.

  • Severity 4 cases have an initial response time of 8 business hours and ongoing response time of 2-business days or as agreed.

Development Support

Red Hat offers two levels of non-production (development) support with a paid subscription. According to the Red Hat service levels, here are the following definitions:

PROFESSIONAL: Web and Phone support. Tickets can be opened via the Web or Phone. Web tickets can be converted from Web to Phone support. If this is desired then please reference the open web ticket when calling.

  • An unlimited number of cases can be opened.

  • Tickets are worked during Standard Red Hat business hours in their respective regions and languages. See below for the link for hours and language offerings.

  • For Severity levels see link below for severity definitions.

  • All Severity cases have an initial and ongoing response time of 2-business days.

ENTERPRISE: Web and Phone support. Tickets can be opened via the Web or Phone. Web tickets can be converted from Web to Phone support. If this is desired then please reference the open web ticket when calling.

  • An unlimited number of cases can be opened.

  • Tickets are worked during Standard Red Hat business hours in their respective regions and languages. See below for the link for hours and language offerings.

  • For Severity levels see link below for severity definitions.

  • All Severity cases have an initial and ongoing response time of 4-business hours.

NOTE: There are certain development products that are self-support, such as the Red Hat Enterprise Linux Developer Suite.

Diagnostic Steps

To check which support level subscriptions you have follow the steps below. Please note that once the subscription is expired you cannot view them.

  1. Log on to customer portal at Content from localhost. is not included.https://access.redhat.com./
  2. Move to subscription tab on the top black bar and under subscription, click on the link active subscription.
  3. You will be able to view the active subscription and the support type you have for the same
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