Red Hat Knowledgebase

When you call into a Support organization, there are typically three different levels that may be required to resolve your problem. Though there are differences in definition among various companies, Red Hat defines the following three levels:

• Level 1: This is the first point of contact for the End User and may provide support for the customer's local language. Level 1 confirms post warranty or service contract support and does basic troubleshooting. Problems in this category typically can be resolved in less than 30 minutes.
  
  
• Level 2: This is the escalation point for Level 1 support. It provides support for issues requiring more that half an hour to resolve and often requires indepth research and troubleshooting.
  Note: All problems with known solutions are Level 1 and Level 2.
  
  
• Level 3: This is the category of problems reported against the Licensed Product that, after analysis by Level 2, are determined to most likely be the result of a design defect or bug. These problems require a change to the code and are made available to the customer via an errata or update against the released software.
  
  

Note: When properly entitled, customers access Red Hat Support through Level 1. Depending on the problem, Red Hat internallly escalates to Level 2 and Level 3 as required.