Red Hat Technical Support strives to respond to all customer inquiries and requests in a timely manner. When submitting an issue, you will need to assign a severity level to it based on the following table so we have an understanding of the impact a problem is having on your organization.
- Catastrophic production problem which may severely impact the Client's production systems, or in which Client's production systems are down or not functioning; loss of production data and no procedural work around exists. Severity 1 problem also includes issues that result in an emergency condition that cause a serious security breach.
- High-impact problem in which the Client's operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. Severity 2 problem also applies for minor security breach situations.
- Medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the Client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.
- General usage questions, recommendations for future product enhancements or modifications and to calls that are passed to Red Hat for information purposes. There is no impact on the quality, performance or functionality of the product.