Red Hat Support Policy
The full version of the technical support provision agreement is available at the following address: http://www.redhat.com/licenses/Subscription_Agr_UK.pdf.
Support Contact
Queries will be answered according to your subscription level:
- By phone (this will be via the office nearest to you)
- Online or via email
Support Opening hours
|
Basic |
Standard |
Premium |
|
|
Hours |
working hours |
working hours |
For current issues, working hours. |
|
Support |
web |
web and phone |
web and phone |
|
number of incidents |
Unlimited |
Unlimited |
Unlimited |
Response times according to different levels of problem severity
|
Basic |
Standard |
Premium |
|
|
Critical (Severity 1) |
2 working days |
working 1 hour |
1 hour |
|
Important (Severity 2) |
2 working days |
4 working hours |
4 working hours |
|
Normal (Severity 3) |
2 working days |
1 working day |
1 working day |
|
Secondary (Severity 4) |
2 working days |
2 working days |
2 working days |
Please also see Deciphering the severity levels