LinuxIT Red Hat Premier Services
A complementary service level agreement that can be purchased alongside the services provided under Red Hat Standard and Premium subscriptions. LinuxIT Premier Services cover Service Desk, Incident Management, Problem Management, Request Fulfilment and Audit Documentation and enables you to tailor a service package to meet your precise needs. More information below.
| Red Hat Enterprise Linux Server | Infrastructure Products | End of Life Products | |||
|---|---|---|---|---|---|
| Red Hat Support Level | Self-Support | Standard | Premium | Standard | None |
| Red Hat Service Level Agreement | |||||
| Hours of Coverage | N/A | 9x5 | 24x7 ❶ | 9x5 | N/A |
| Support Channel | N/A | Phone/Web /Email | Phone/Web /Email | Phone/Web /Email | N/A |
| Number of Cases | N/A | Unlimited | Unlimited | Unlimited | N/A |
| Red Hat Scope of Coverage | |||||
| Installation | N/A | ● | ● | ● | N/A |
| Usage | N/A | ● | ● | ● | N/A |
| Configuration | N/A | ● | ● | ● | N/A |
| Diagnosis | N/A | ● | ● | ● | N/A |
| Bug Reports | N/A | ● | ● | ● | N/A |
| Bug Fixes ❷ | N/A | ● | ● | ● | N/A |
| LinuxIT Premier Service Level Agreement | |||||
| Service Desk | World-Class ITIL-aligned Service Desk from UK based NOC | ||||
| Hours of Coverage | N/A | 24x7 ❸ | 24x7 | 24x7 ❸ | 24x7 |
| Support Channel | N/A | Phone/ Portal/Email | Phone/ Portal/Email | Phone/ Portal/Email | Phone/ Portal/Email |
| Response Time | N/A | 1 Hr (Max) | 1 Hr (Max) | 1 Hr (Max) | 1 Hr (Max) |
| Onsite Response | N/A | 4 Hrs ❹ | 4 Hrs ❹ | 4 Hrs ❹ | 4 Hrs ❹ |
| Dedicated Service Delivery Manager | ● | ● | ● | ● | ● |
| Service/Business Review | Quarterly | Quarterly | Quarterly | Quarterly | Quarterly |
| Subscription Compliance Management | ● | ● | ● | ● | ● |
| Fixed Price for 1 Year | ● | ● | ● | ● | ● |
| Incident Management | ITIL-aligned Incident Management Policies, Processes and Procedures | ||||
| Number of Cases | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited |
| Escalation and Management of Red Hat Utility Incidents | N/A | 9-5 | 24x7 | 9-5 | 24x7 |
| Remote Diagnostics, Intervention & Repair | N/A | 24x7 ❸ | 24x7 | 24x7 ❸ | 24x7 |
| Custom kernel support | N/A | 24x7 | 24x7 | 24x7 | 24x7 |
| Modified RPMs | N/A | 24x7 | 24x7 | 24x7 | 24x7 |
| Community projects upon which enterprise releases are based | N/A | 24x7 | 24x7 | 24x7 | 24x7 |
| 3rd Party Driver Support | N/A | 24x7 | 24x7 | 24x7 | 24x7 |
| End of Life Support | N/A | 24x7 | 24x7 | 24x7 | 24x7 |
| Code development | N/A | 9-5 | 9-5 | 9-5 | 9-5 |
| System and network design | N/A | 9-5 | 9-5 | 9-5 | 9-5 |
| Implementation and development of security rules and policies | N/A | 9-5 | 9-5 | 9-5 | 9-5 |
| Problem Management | ITIL-aligned Problem Management Policies, Processes and Procedures | ||||
| Root Cause Analysis Beyond Red Hat Software Platform | 9-5 | 9-5 | 9-5 | 9-5 | 9-5 |
| Problem Trend Reports | ● | ● | ● | ● | ● |
| Actions to Minimize Impact of Problems | 9-5 | 9-5 | 9-5 | 9-5 | 9-5 |
| Collaboration with H/W & App Vendors in Stack | ● | ● | ● | ● | ● |
| Request Fulfilment | ITIL-aligned Request Fulfilment Policies, Processes and Procedures | ||||
| Number of Cases | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited |
| How do I? Requests | 9-5 | 9-5 | 9-5 | 9-5 | 9-5 |
| Minor Change Requests | 9-5 | 9-5 | 9-5 | 9-5 | 9-5 |
| Low Risk Access Requests | 9-5 | 9-5 | 9-5 | 9-5 | 9-5 |
| Knowledge Transfer | 9-5 | 9-5 | 9-5 | 9-5 | 9-5 |
| Audit and Documentation | ITIL-aligned Auditing Policies, Processes and Procedures | ||||
| Audited & Documented Systems and Networks | ● | ● | ● | ● | ● |
| Discovery of Software Configuration Issues | ● | ● | ● | ● | ● |
| Best Practice Recommendations to Maintain Systems Confidentiality, Integrity and Availability | ● | ● | ● | ● | ● |
- ❶ Standard Business Hours (24x7 for Severity 1 and 2)
- ❷ Only for packages included in support of core functionality
- ❸ Commensurate with Red Hat Support Coverage for any Red Hat utility support issues
- ❹ Business Hours
