Chapter 18. Contacting Global Support Services

Several items of information should be gathered before contacting GSS.

Background Information

Ensure you have the following background information at hand before calling GSS:

Diagnostics

The diagnostics report for Red Hat Enterprise Linux is required as well. This report is also known as a sosreport and the program to create the report is provided by the sos package. To install the sos package and all its dependencies on your system:

yum install sos

# yum install sos

To generate the report:

sosreport

# sosreport

For more information, access the Knowledgebase article at https://access.redhat.com/kb/docs/DOC-3593.

Account and Contact Information

In order to help you, GSS requires your account information to customize their support, as well contact information to get back to you. When you contact GSS ensure you have your:

Issue Severity

Determining an issue’s severity is important to allow the GSS team to prioritize their work. There are four levels of severity.

For more information on determining the severity level of an issue, see https://access.redhat.com/support/policy/severity.

Once the issue severity has been determined, submit a service request through the Customer Portal under the Connect option, or at https://access.redhat.com/support/contact/technicalSupport.html. Note that you need your Red Hat login details in order to submit service requests.

If the severity is level 1 or 2, then follow up your service request with a phone call. Contact information and business hours are found at https://access.redhat.com/support/contact/technicalSupport.html.

If you have a premium subscription, then after hours support is available for Severity 1 and 2 cases.

Turn-around rates for both premium subscriptions and standard subscription can be found at https://access.redhat.com/support/offerings/production/sla.html.

If you feel an issue is not being handled correctly or adequately, you can escalate it. There are two types of escalations:

More information on escalation, including contacts, is available at https://access.redhat.com/support/policy/mgt_escalation.html.

If there is more relevant information regarding a closed service request (such as the problem reoccurring), you can re-open the request via the Red Hat Customer Portal at https://access.redhat.com/support/policy/mgt_escalation.html or by calling your local support center, the details of which can be found at https://access.redhat.com/support/contact/technicalSupport.html.

For more information, see the resources listed below.

Online Documentation