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RedHat Support

Matthias Kretschmer
Frequent Advisor

RedHat Support

Hello,
Can somebody tell me how to use our 3 year technical support for RedHat, purchased by HP.
I am unable to find anything about it on the "lovely" HP website.
Thank you!
Greetings,
Matthias Kretschmer
12 REPLIES
Luk Vandenbussche
Honored Contributor

Re: RedHat Support

Matthias Kretschmer
Frequent Advisor

Re: RedHat Support

Thanks for your reply, but no, this does not help me.
I know which support I have. I just want to know how to use it.
Who I have to call, or to email to get support for my contract?
skt_skt
Honored Contributor

Re: RedHat Support

Red Hat Linux Contact Number : (888) Red-Hat1 OR (888) 733-4281

Support on Web : https://www.redhat.com/support/
Steven E. Protter
Exalted Contributor

Re: RedHat Support

Shalom,

Much better price on Red Hat Support from Red Hat.

HP sells Linux support. Its very good.

SEP
Steven E Protter
Owner of ISN Corporation
http://isnamerica.com
http://hpuxconsulting.com
Sponsor: http://hpux.ws
Twitter: http://twitter.com/hpuxlinux
Founder http://newdatacloud.com
Matthias Kretschmer
Frequent Advisor

Re: RedHat Support

This is great,
I now called the HP-support hotline.
They asked me for a SAID.
I did not get such a SAID by our HP reseller.

I am totally confused.
We pay thousands of euros for support and were not informed how to use it.

I do not believe that I can go directly to RedHat with my HP support contract.
Moreover, the links you posted are not very helpfull to me. There is no information how to use contact the support.

I am just blind?

Greetings,
Matthias
skt_skt
Honored Contributor

Re: RedHat Support

i think so :)-
Robert Walker_8
Valued Contributor

Re: RedHat Support

Gday,

We have used both - Redhat and HP. We have a standard call number we log under software contract support and place a call - like we would with Tru64.

They ring back and you tick tack with the problem.

If the problem involves needing to talk to redhat L3 they will do that but any patches you down load via redhat as they will give you a rhn registration # to register your system to - like you do with redhat.

I find HP to be faster than Redhat however most fixes either come direct from google, here and RHN knowledge base then probably HP/Redhat.

Robert.
Wouter Jagers
Honored Contributor

Re: RedHat Support

I have systems supported through the vendor and through RedHat.

In your case the vendor is HP. I would suggest calling the hotline and providing them with the serial number of the server itself. If they can't find your info through this serial number, start complaining to the sales person you got the deal from.

If your machine is registered with the RedHat network, which I suppose it is, try logging on to:

https://www.redhat.com/apps/support/

Here you will be able to see the contracts you have and their support level. It should also state whether the support is provided by RedHat or the vendor.

If you have RedHat support on one system (any system), you should be able to log a call on this site as well: RedHat does not (yet) seem to have a means to link your support levels to a particular machine.

However, my first response to this situation would be a call to whoever sold me the support agreement. They got paid, they should provide you with the info you need.

Cheers,
Wout
an engineer's aim in a discussion is not to persuade, but to clarify.
TwoProc
Honored Contributor

Re: RedHat Support

Well I'd look on the support contracts and call the person indicated on them and ask them how to get support. If you're buying it directly from HP then it's 800-633-3600 (for the US, I don't know it for EU, but you could call them and get the EU number). If HP has resold you RedHat Support, then you need to ask your contract provider for the methodology to open a call. It may be that you call HP and they route to to RedHat, or it just may be that HP gives you a number of sorts with some information, and then you register with RedHat with all of that information.

Like most things, the answer is: it depends. I'd ask your support salesperson.
We are the people our parents warned us about --Jimmy Buffett
Matthias Kretschmer
Frequent Advisor

Re: RedHat Support

Hi,
Thanks for all you hints!
I called our reseller and he is trying to get us this SAID.
Furthermore a HP consultant is in our house today. I will clarify all the problems we have with our reseller with him.

One question to redhat network. Is there a way to insert a server into the redhat network without connecting it to the internet? I did not found one, till now!

Thanks for your help.
malik_3
Regular Advisor

Re: RedHat Support

hi matthias

you can visit that web site of redhat
www.redhat.com and you can register on this site or maybe call to redhat
Wouter Jagers
Honored Contributor

Re: RedHat Support

I know of no way to register a specific system to the RHN without a connection to the web.

After all, the registration process includes transferring hardware and software information to RedHat in order to create your system profile.

I tend to provide such machines with a temporary connection to the web, just for registering it.

Cheers,
Wout
an engineer's aim in a discussion is not to persuade, but to clarify.