What is the timeline for Red Hat Bug or Red Hat RFE support cases?

Solution Verified - Updated

Environment

Red Hat Supported Products

Issue

  • What is the timeline for JIRA or Bugzilla attached support cases?
  • What is the expected resolution time for a Red Hat Bug?
  • What is the expected resolution time for a Red Hat RFE?
  • How often are bug updates received?

Resolution

The timeline for Bug (BZ) and Feature Request (RFE) cases do not adhere to the standard support response time outlined in: "Production Support Terms of Service". The time frames provided at this link are specific to active support cases. Update intervals for Red Hat bug cases can range from a few days to several months based on the severity and complexity of the issue.

  • If special consideration is needed for more frequent updates, please communicate this directly to the engineer working on the open support case. Providing a detailed business justification is also beneficial in moving a support case tied to a bug or RFE forward as quickly as possible.

The reason for slower response times on JIRA or Bugzilla attached cases is because bug fixes must engage Red Hat's engineering department as well as our frontline engineering support. The resolution of bugs and Feature Requests (RFE) are more time-consuming than standard support tickets which typically involve only configuration recommendations. If a support case is opened related to a verified bug, then the support case will be attached to the bug by the engineer working on the case for tracking purposes. This will help to increase the weight of the bug and possibly increase the severity and attention the bug gets.

Red Hat is unable to provide a release date or estimated release dates for any security related errata. In some exceptions we may be able to provide a general quarter of the year estimate toward if or when a Feature Request (RFE), JIRA or Bugzilla will be released (not guaranteed). We cannot discuss if a fix will be released this week, month, in the next few months, etc. due to the dynamic process of creating patches and quality assurance testing.

Note: For additional information about RFEs, please refer to "The Request for Feature Enhancement (RFE) Process for Red Hat product suite".

For additional questions, please This content is not included.contact Red Hat technical support.

Root Cause

The timeline for Bug (BZ) and Feature Request (RFE) cases do not adhere to the standard support response time.

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