Response Times#
Priorities#
You as a customer can set the initial priority for a Request by specifying the appropriate priority: Critical, High, Medium or Low. The Engineer on Duty has the right to adjust it at their own discretion based on the rules below:
| Request Priority | Description of the Request Priority |
|---|---|
Critical |
Large-scale failure or complete unavailability of OpenShift or Customer's business application deployed on OpenShift. The Critical priority will be lowered to High if there is a workaround for the problem. Example: Router availability issues, synthetic monitoring availability issues. |
High |
Partial degradation of OpenShift core functionality or Customer's business application functionality with potential adverse impact on long-term performance. The High priority will be lowered to Medium if there is a workaround for the problem. Example: Node Group and Control Plane availability problems. |
Medium |
Partial, non-critical loss of functionality of OpenShift or the Customer's business application. This category also includes major bugs in OpenShift that affect some aspects of the Customer's operations and have no known solutions. The Medium priority will be lowered to Low if there is a workaround for the problem. This priority is assigned to Requests by default. If the Request does not have an priority set by the Customer, it will be assigned the default priority Medium. Example: Problems with the monitoring availability and Pod autoscaling. |
Low |
This category includes: Requests for information and other matters, requests regarding extending the functionality of the Kubernetes Platform, performance issues that have no effect on functionality, Kubernetes platform flaws with known solutions or moderate impact on functionality. Example: Issues with extension availability. |
Production Support Terms of Service#
| Request Priority | Initial Response Time | Ongoing Response |
|---|---|---|
Critical |
2 business hours | 2 business hours or as agreed |
High |
4 business hours | 4 business hours or as agreed |
Medium |
2 business day | 2 business days or as agreed |
Low |
5 business days | 5 business days or as agreed |
Initial Response Time and Our Commitment to You#
Once we've addressed your initial support request, our commitment doesn't end there. We believe in providing continuous support to ensure that your issue is resolved satisfactorily. Our ongoing response framework is designed to keep you informed and confident that we're working diligently to address your needs.
Hours of Availability#
The support engineering team are normally available on business hours or as agreed in a support contract. Business hours are always viewed with the Central European Timezone, hours may vary with summer and winter time.
Active business hours, unless otherwise stated: 06:00 to 18:00
Ongoing Response#
Depending on severity of your issue we will keep you in the loop and inform you of our progress. With high severity cases we would also provide our next steps as well as next follow up, either via the support engineering team or, if applicable, via your designated customer success manager. Preferred method of contact is stated in your support contract or otherwise through any of the stated communication channels.
Feedback Loop#
Your feedback during and after the resolution process helps us improve. We'll check in with you to ensure your satisfaction and learn how we can enhance our support.
Resolution and Review#
Once an issue is resolved, we'll conduct a review with you to ensure everything is working as it should. We’ll also discuss any lessons learned and potential improvements for both parties.