Red Hat Support Level Agreement

OpenShift Enterprise is supported according to the volume of coverage production, as described here: access.redhat.com/site/support/offerings/production/soc/. 3 To provide you with 24-hour coverage, Red Hat invites you to identify a dedicated contact point available until the issue is resolved. NOTE: Grade 2 severity issues are not automatically attached to 24×7 coverage after an assist case has been filed, and 24×7 coverage should be explicitly requested if necessary. For more information, see the following basic knowledge solution: Why is there no “24/7” option for premium grade 2 when you open a request through the customer portal? Our support team works hand-in-hand with the best engineers in the industry to quickly transform customer feedback into product enhancements. This direct line of communication allows us to fine-tune proactive corrections that may affect your end result. Access to Support Engineers during Standard Business Hours This service level agreement for Microsoft Online Services (this “SLA”) is part of your Microsoft volume licensing agreement (the “agreement”). The basic terms that are used in this ALS but are not defined have the meaning assigned to you in the agreement. This ALS applies to microsoft online services (a “service” or “services” listed below), but does not apply to separate services that are related to or related to services, or to local software that is part of a service. All questions relating to a development issue for an add-on would follow the development area described above: access.redhat.com/site/support/offerings/developer/soc/. We have different levels of support tailored to your individual needs.

Services purchased through open, open value and open value subscription licensing agreements, and services in an Office 365 Small Business Premium suite, purchased as a product key, are not eligible for service credits based on service charges. For these services, any service credit to which you are eligible is credited in the form of periods of service (i.e. days) as opposed to service charges, and all references to “applicable monthly service charges” are removed and replaced with “applicable monthly period.” We develop a holistic understanding of your customer experience by ensuring that our support and engineering teams work together. Red Hat offers services for each main version of OpenShift Container Platform or OpenShift Kubernetes Engine (“OpenShift”) with defined support rules. Support policies are defined by a basic fee and additional additional authorisations. Apart from add-ons, OpenShift contains a number of support apps like JBoss Web Server and Single Sign-On These support apps are needed for the basic functionality of OpenShift. Support for these applications is related to their main function in the main software. Red Hat only supports these support applications for their main use case if they enable OpenShift`s core functionality or integrate it into OpenShift.

Claims To review a claim, you must submit the application to customer support to Microsoft Corporation, including all information necessary to validate the claim, including, but not limited to: (i) a detailed description of the incident; (ii) information on the time and duration of the downtime; (iii) the number and location of the users involved (if any); and (iv) descriptions of your attempts to correct the incident at the time of the occurrence. We found Red Hat`s support exemplary. Whenever we need them, they gave it away… Red Hat is our backbone. Our business can`t work if Red Hat isn`t there. The “assist window” refers to the period during which a service function or compatibility with a separate product or service is supported. In addition, we have specific support options that can be tailored to the individual needs of businesses of all sizes and sectors.