Service Level Agreement for Partner Product Certification

Problem

When ISV partners are working on certifying an application, the support entitlement is sometimes not clearly understood.

There are various properties and tooling with varying SLAs.

This document is designed to address support entitlements for ISV partners in each of those domains.

Environment

• The partner portal at https://connect.redhat.com and related certification tooling

• The Ecosystem Partner Catalog at https://catalog.redhat.com/software/

• Not For Resale (NFR) entitlements for partners

• Support issues related to the Certification workflow

• Support issues related to product assistance

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NOTE: Red Hat does not expect any certification activity to be carried out in a production environment and not considered a revenue related activity. It is the responsibility of the ISV partner to provide adequate time to complete the certification process in order to market their product as certified

Red Hat does not guarantee any web property uptime or access to NFRs

Support for the ISV is defined as assisting the partner to complete certification or prepare a test environment for certification related activities.

The Support policy for Severity Levels can be found here.

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Partner Connect Website

The Partner Connect website provides partners with online information, tools, and services to successfully complete product certification.

Status visibility

The Red Hat Status website provides availability, scheduled maintenance, and service disruption information. Individuals can sign up for email or text alerts to be notified of status changes.

Service Hours

The Partner Connect web site and certification tooling is not considered a mission critical system and at times may be down for maintenance or updates. Red Hat provides support for the Partner Connect web site from 9:00am – 4:00pm EST Monday through Friday. Support requests that are received outside of these hours will be addressed during the next period of support (excluding urgent requests).

Contact Points

Support for the partner product certification via the Partner Connect web site is provided through the Certification Partner Success team. All requests for support should be submitted through the “Support” menu in the Partner Connect website. If the web site is not available, support may also be requested by sending an email to [e-mail]. Requests sent via email may experience slower response times.

Triage Process

When a request for support is received, the product support team will assign a priority and will forward to a relevant team member for further action. No commitments can be made that a bug will be fixed or a feature request is implemented.

Issue type	Standard severity level	Expected initial response time
Web site availability	Severity 1	4 hours
Web site access issues	Severity 2	1 day
User Interface issues	Severity 3	2 days
Certification Tooling issues	Severity 3	2 days
Other bug reports	Severity 4	3 days
All feature requests	Severity 4	3 days

Red Hat Ecosystem Catalog

Status visibility

The Red Hat Status website provides availability, scheduled maintenance, and service disruption information. Individuals can sign up for email or text alerts to be notified of status changes.

Service Hours

Red Hat provides support for the Ecosystem Catalog from 9:00am – 4:00pm EST Monday through Friday. Support requests that are received outside of these hours will be addressed during the next period of support (excluding urgent requests).

Contact Points

Support for the Ecosystem Catalog is provided through the Partner Engagement Team.

All ticket requests for support should be submitted through the “Support” menu found in the task base at the top of the page in the authentication section of the Connect Partner Portal.

Triage Process

When a request for support is received, the product support team will assign a priority and will forward to a relevant team member for further action. No commitments can be made that a bug will be fixed or a feature request is implemented.

Issue type	Standard severity level	Expected initial response time
Web site availability	Severity 1	4 hours
User Interface issues	Severity 2-4	1-3 days
Other bug reports	Severity 2-4	1-3 days
All feature requests	Severity 4	3 days

Not-for-Resale entitlements

The Red Hat NFR (Not-for-Resale) Program is designed to provide free Red Hat software entitlements to valued partners for the purpose of jointly growing both Red Hat and our partners' businesses.

NFRs are Red Hat Subscriptions that provide access to:

• All versions, variants, and add-ons of Red Hat software that has been GA released to the public. This includes access to public betas.

• NFR subscriptions are 1-year in duration and must be renewed.

• Complete access to package updates and errata links.

• Access to our Knowledge articles/Portal Discussion Groups

Different Partner Programs within Red Hat have different NFRs and not all are entitled to Technical Support. If you are unsure of whether or not a supported NFR is attached to your user account, please use this link to contact the user account customer service team to review your subscriptions.

Technical Support

Support issues related to Product Assistance

Technical Support is a free service that Red Hat provides to Technology Partners on a very limited basis under a Research and Development Severity Level 3 or 4 Support SLAs.

Product support for NFRs extends to subscription registration and Red Hat product installation assistance.

ISV product integration, testing and functionality are outside the scope of Technical Support.

Issue type	Standard severity level	Expected initial response time
Entitlement Subscription	Severity 3	2 days
Installation questions	Severity 3	2 days
Other bug reports	Severity 3	2 days
All feature requests	Severity 4	3 days