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Tutorial: Obtaining support

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Finding the right help when you need it is important. These are some of the resources at your disposal when you need assistance.

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Adding support contacts

You can add additional email addresses for communications about your cluster.

  1. On the Red Hat OpenShift Cluster Manager user interface (UI), click select cluster.

  2. Click the Support tab.

  3. Click Add notification contact, and enter the additional email addresses.

Contacting Red Hat for support using the UI

  1. On the OpenShift Cluster Manager UI, click the Support tab.

  2. Click Open support case.

Contacting Red Hat for support using the support page

  1. Go to the Red Hat support page.

  2. Click Open a new Case.

    obtain support case

  3. Log in to your Red Hat account.

  4. Select the reason for contacting support.

    obtain support reason

  5. Select Red Hat OpenShift Service on AWS.

obtain support select rosa

  1. Click continue.

  2. Enter a summary of the issue and the details of your request. Upload any files, logs, and screenshots. The more details you provide, the better Red Hat support can help your case.

    Relevant suggestions that might help with your issue will appear at the bottom of this page.
    obtain support summary

  3. Click Continue.

  4. Answer the questions in the new fields.

  5. Click Continue.

  6. Enter the following information about your case:

    1. Support level: Premium

    2. Severity: Review the Red Hat Support Severity Level Definitions to choose the correct one.

    3. Group: If this is related to a few other cases you can select the corresponding group.

    4. Language

    5. Send notifications: Add any additional email addresses to keep notified of activity.

    6. Red Hat associates: If you are working with anyone from Red Hat and want to keep them in the loop you can enter their email address here.

    7. Alternate Case ID: If you want to attach your own ID to it you can enter it here.

  7. Click Continue.

  8. On the review screen make sure you select the correct cluster ID that you are contacting support about.

    obtain support cluster id

  9. Click Submit.

  10. You will be contacted based on the response time committed to for the indicated severity level.