|
|
Red Hat Database Support Services
You've got the product, now get the service that's right for you!
Red Hat Database
Included with Red Hat Database are 30 days of installation-level support. This support is designed to assist with the installation and basic configuration of the Red Hat Database running on Red Hat Linux. You can access Web-based or telephone-based support for Red Hat Linux 7.1 and the Red Hat Database 7.1. Once you install Red Hat Database, you also have a 12-month subscription to the Red Hat Network for Red Hat Linux 7.1 and you will receive product updates for both the Database and Red Hat Linux, for 12 months.
You'll be given a Personal Support Page, which can be your access point for personalised customer and technical support. During your 30 days, you will be able to submit, and receive support for, an unlimited number of web tickets, through your Personal Support Page or by telephone. If you choose telephone support, during your 30 days you will be able to have unlimited installation-level telephone support sessions. Support is during standard hours, with guaranteed one business day response time, for one contact at your organisation.
As a registered Red Hat Database owner, you will also receive a FREE Software Manager subscription, delivered to you through Red Hat Network. The Software Manager service provides an extended set of support features with real-time reliability, for use throughout your organisation's network. You can view the latest Security, Bug Fix, and Enhancement Alerts, as well as automatic RPM (Red Hat Package Manager) Updates and e-mail notifications.
Your subscription to Red Hat Database includes:
30 days of telephone and electronic support
Unlimited number of web tickets or telephone requests
Guaranteed one business day response time to all requests
One contact at your organisation
Standard hours (9:00am - 9:00pm, GMT & CET)
12-month subscription to Red Hat Network
Product updates for 12 months
Personal Support Page
But I want more...
Red Hat offers expanded options for customer and technical support to Database owners with more demanding business needs.
Red Hat Database System Response Services are designed to offer the same excellent support as comes with our basic product, but with expanded coverage and flexibility. With Red Hat's System Response Services your company will...
- reduce overall administration and support costs over proprietary platforms.
- enhance IS staff productivity.
- improve system security through access to the most up-to-date information and maintenance from the Linux leader.
- be assured of a sustainable, supportable platform.
Red Hat Database System Response Services - Standard Hours provides the same set of basic support features, during standard hours, including an unlimited number of web tickets or telephone calls, for ten systems, extended for a FULL YEAR. The scope of coverage increases beyond Installation and Basic Configuration, to Advanced Configuration and Administration.
- One year of telephone and electronic support, for up to 10 systems
- Unlimited number of web tickets or telephone calls
- Expanded coverage to Advanced Configuration and Administration
- Guaranteed one-hour response for telephone requests, one business day response for Web requests
- Resolution time: Severity 1 - two business days; Severity 2 - three business days; Severity 3 - seven business days; Severity 4 - fourteen business days
- Two contacts at your organisation
- Standard hours (9:00am - 9:00pm, EST)
- 12-month subscription to Red Hat Network
- Product updates for 12 months
- Personal Support Page
Red Hat Database System Response Services - 24 hours x 7 days provides all the benefits of our Standard Hours service, but expands coverage to any-day, any-time (24 hours x 7 days) support, for up to ten systems, for a FULL YEAR. In addition, you may have five contacts at your organisation. You are guaranteed 30-minute response time for telephone requests and one business day for web requests, and depending on the nature of your support need, you are guaranteed resolution times of one business day (Severity 1), two business days (Severity 2), five business days (Severity 3), and ten business days (Severity 4).
- One year of telephone and electronic support, for up to 10 systems
- Unlimited number of web tickets or telephone calls
- Expanded coverage to Advanced Configuration and Administration
- Guaranteed one-hour response for telephone requests, one business day response for Web requests
- Resolution time: Severity 1 - one business days; Severity 2 - two business days; Severity 3 - five business days; Severity 4 - ten business days
- Five contacts at your organisation
- Standard hours
- 12-month subscription to Red Hat Network
- Product updates for 12 months
- Personal Support Page
Support Add-ons are available, including support for more than ten systems, and Technical Account Owner services. Contact a Red Hat sales representative for details.
|
|
