Production Support Service Level Agreement

Basic Standard Premium
Hours of Coverage Standard Business Hours Standard Business Hours Standard Business Hours
24x7 for Severity 1
Support Channel Web Web and Phone Web and Phone
Number of Cases Unlimited Unlimited Unlimited
Initial and Ongoing Response Times
Severity 1 2 business days
for all issues 		1 business hour 1 hour
Severity 2 4 business hours 4 business hours
Severity 3 1 business day 1 business day
Severity 4 2 business days 2 business days

Red Hat Technical Support - Telephone Numbers and Support Business Hours

Listed below are the regional telephone numbers and standard business hours for Red Hat Technical Support telephone support offerings.

(For Premium subscribers with Severity 1 calls outside of business hours, please call your regional center as listed to be routed to off-hours handling.)

Region Standard Business Hours Languages Offered Phone Numbers
Americas United States and Canada 9 a.m. to 9 p.m. (EST) Mon-Fri English 888-GO-REDHAT
(888-467-3342)
Other: +1 919 301 3003
Latin America (excl. Brazil - see below) 10 a.m. to 7 p.m. (ART) Mon-Fri Spanish Argentina: 0800-222-7294
Bolivia: 800-100-377
Chile: 800-56-2626
Colombia: 01800-700-1664
Ecuador: 1800-010-125
Mexico: 01800-123-1661
Paraguay: 00980-0542-0024
Peru: 0800-52-410
Uruguay: 000-4054-353
Venezuela: 0800-100-5602
Other: +54 11 4341 6298
Brazil 9 a.m. to 6 p.m. (BRT) Mon-Fri Portuguese 0800-602-5222
Other: +55 11 3529 6006
Europe, Middle East, and Africa Western Europe, Middle East, and Africa UK: 9 a.m. to 5 p.m. (GMT) Mon-Fri
All other: 9 a.m. to 5 p.m. (CET) Mon-Fri		 English
French
German
Italian
Spanish		 France: 0800 914729
Germany: 0800 1825497
Italy: 800 876846
Spain: 900 991843
UK: 0800 0185548
Other: +44 1252 362 710
Eastern Europe 9:30 a.m. to 18:30 p.m. (MSD) Mon-Fri Russian Russia: 7 (495) 2323668
Other: 7 (495) 2323668
Asia-Pacific India 9 a.m. to 6 p.m. (IST) Mon-Fri English Phone number included in new customer welcome kit.
Greater China Area 9 a.m. to 5 p.m. (Beijing time) Mon-Fri Mandarin
Cantonese		 China: 800 810-2100 Option 2
China Mobile: +86 10 6533-9396
Hong Kong: 800 901 222
Taiwan: 00801 861036
Japan 9 a.m. to 5 p.m. (JST) Mon-Fri Japanese 0034 800 400 536
Other: 0120 266 668
All other Asia-Pacific 9 a.m. to 5 p.m. (local times) Mon-Fri English Australia: 1800 888 297
Indonesia: 00190 361 365
Malaysia: 1 800 804 523
New Zealand: 0800 441 734
Philippines: 1 800 1611 6738
Singapore: 800 6161 771
South Korea: 007 986 111 941
Thailand: 001 800 611 1101
Other: +61 7 3514 8160