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Huawei SAP HANA Appliance Two Node Installation Guide (RH5885H and RH8100 V3+Redhat) 09

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Red Hat Ticket Submission Process

Red Hat Ticket Submission Process

You can obtain technical support from Red Hat in three ways, support case submission, phone support, and online service. The following describes the methods.

(Preferred) Online Support Case Submission

  • Create a support case.

    Online support case submission allows you to share technical data, error information, and system information with Red Hat technical support engineers. The procedure is as follows:

    1. Log in to the Red Hat Customer Portal and go to the page for creating a support case: There are two ways to go to the page.
      1. Click Support Cases on the white bar at the top of the page, and then click Open a New Support Case.
      2. Click Open a Support Case on the Red Hat Customer Portal.
    2. Select the product involved.
    3. Select a proper version from the list.
    4. Enter the short description of the problem to be resolved in Case Name.

      After you enter the problem description, the recommended solutions are displayed on the right. You can check whether the solutions can resolve your problem.

    5. Enter the details of the problem in Case Description. This helps the Red Hat engineer to resolve the problem in a timely manner.
    6. You are advised to provide logs or other diagnostic files to help support engineers quickly resolve your problems. You can click Attach Files under Case Description to attach a file.
    7. Select a support level, which depends on the service level you purchase.
    8. Select a proper severity for the problem. For details, see the severity definition.
    9. (Optional) Specify a user who has a Red Hat login account to receive the email notification about the support case.
    10. (Optional) Select the support case group for the support case.
    11. Click Submit at the bottom.

      Fill in all the required fields before submitting the support case. If the Submit button is unavailable, check whether all required fields are set. After this form is submitted, your support case will be recorded. The case details page is displayed.

  • Viewing and Updating a Ticket

    After submitting the support case, it is recommended that you and Red Hat engineers communicate with each other to quickly resolve the problem. You can view historical records and add updates in the Case Discussion section. To add an update, enter the content in the text field and click Post.

    At the same time, after you submit the support case, you will receive the update of the support case by email. You can directly reply to the email (you are advised to remove the original email content) to update the support case and interact with the Red Hat support engineers. To add attachment, log in to the Red Hat Customer Portal and submit the information on the Case page.

    If the problem has been resolved, you can close the support case. After the support case is closed, you may receive a satisfaction survey email from Red Hat. Please participate in the survey and provide your valuable comments and suggestions. This will help Red Hat better serve you later.

    If the problem persists after the case is closed, you can find the case and update the reply. Then you can enable the case again.

    For details about how to create and manage support cases, see the following document:

    How do I open and manage a support case on the Customer Portal?

Vendor Contact Information

To better share technical data, error information, and system information, you are advised to create a support case before calling.

Red Hat Technical Support Hotline

Mainland China:

  • Fixed-line phone: 800 810 2100 (option 2)
  • Mobile phone: 400 890 2100 (option 2)

Hong Kong: 800 901 222

Taiwan: 00801 861036

Support website:

Online Service

Red Hat offers online services. You can click Support Cases or Open a New Support Case, and click the chat support button in the upper right corner of the support case list or creation page to initiate an online service session, as shown in the following figure.

For details about Red Hat online support, see the information at the following addresses:

Red Hat Chat Support:

Red Hat Technical Support reference guide:

Support Case Escalation

If you feel your support case requires extra attention, do as follows to escalate it:

  1. From the Support Case List, select the case you wish to escalate and click Request Management Escalation on the right under recommended solutions.

  2. In the dialog box, be as specific as you can regarding your area of concern, business impact and expectations. Click Submit.

    A support manager will contact you within 4 hours. Your Red Hat sales representative or technical account manager (if applicable) can also escalate on your behalf.

Updated: 2019-06-17

Document ID: EDOC1100019155

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