Technical Account Management (TAM) Service Level Agreement
The TAM Service is a value-add service purchasable in addition to Red Hat Product
Subscriptions. The Service Level Agreement associated with the TAM service is defined and
determined by the underlying Red Hat Product Subscription. View the Red Hat Product Subscription SLA.
Hours of Coverage
The TAM service is a Regional-based Service offered in all primary Red Hat Support regions
(North America, EMEA, Asia Pacific). The TAM Service is offered during Red Hat Support
Standard Business Hours in those regions. View Red Hat Support Standard Business Hours.
TAM engagement outside of Red Hat Standard Business Hours
Outside of Red Hat Support Standard Business Hours, Customers having purchased Premium
Red Hat Product Subscriptions will receive Severity 1 / 24x7 Support.
24x7 Support is provided through Red Hat 24x7 Production Support Lines, under a Follow-The-
Sun model.
TAM 24x7 processes
Red Hat 24x7 Production Support Team will be responsible for resolving your issue, but will
consult your TAM for advice and to gain a better understanding of your infrastructure,
environment and specific needs. Customers who purchase TAMs in each Red Hat primary
Support Region should follow the same process and contact the Red Hat 24x7 Support
Numbers.
