The standard technical support is not great and I would give it a six out of ten. However, with the premium subscription, we get 24/7 support. I usually give support eight out of ten when I need help. This still leaves room for improvement, as almost every issue I have is a P1, which is the highest severity.

The best part is the support from Red Hat. If you face any issues you can get great support.

As a partner, Red Hat is a nine out of 10 for helping us create the platform we need.

The technical support is not good. We don't have a technical account manager, which would help, but we're not at the scale to justify paying for one. We go through the regular support line, and usually, it takes one day to go back and forth to pass the first levels of support. They always ask standard troubleshooting questions. It's really painful until we reach the very technical people, but once we do, the support is good. What we don't like is the lead time to reach those people.

My team contacts OpenShift support whenever there's an issue, and it was a very bad experience. The response time needs improvement, and support didn't give straightforward answers.

On a scale of one to five, my rating for OpenShift support is a two.

We are using the open-source version, and their community support is good. I don't expect a rapid response from the community, but if I post today, I usually get a response in a few hours. 

We have an enterprise agreement with Red Hat for the other products that we are using. Their response is very prompt.

We have gotten both local and international support from Red Hat company, so we are covered. We are satisfied with the solution’s support in general.

The support people who join our calls or take care of the issues are technically strong. There is no doubt about that. They're able to find out the issue, and they give us a quick solution. If there is any bug, they coordinate with their engineering team and provide us a bug fix in the next version or internally to upgrade it. Overall, their technical support is good, but for the lower priority cases, their response is not very satisfactory. If we open a case with severity 3, 4, or 5, we don't see an active response. We get a good response only for severity 2 and 1. I would rate their support an eight out of ten.

I rate the support a six out of ten, the knowledge base is difficult to navigate, and the documentation is complex.

We use the tech support daily and they're pretty good. There are always going to be a few rough spots, but most of the time they're responsive.

You may get one support guy who doesn't understand the solution or the problem and they give a wrong solution, and we all know that it's the wrong solution. The problem is that we have people who have different first languages, so they don't always phrase the question well. I can see where a tech support guy might get a little confused because of the wording of an issue.

Red Hat, as a partner for helping to create the platform we need, has shared code, information, and ideas. They've been very helpful and open. We have a couple of technical account managers who meet with us once a month. One is in the UK and the other is in the US. They're very responsive when it comes to any problems we run into.

We are experiencing dissatisfaction with the technical support as we often receive delayed responses when raising questions. I would rate it five out of ten.

Their enterprise support is okay, but sometimes, their response is slow. Their response is also not accurate sometimes. It's not right.

Once I'm able to talk to a technician, the support is very good. They are very knowledgeable and polite. I'm very impressed, and I've only good things to say about their technical support even though there's a lot of bureaucracy until you reach the right department, which can take some time, but I understand that. All big organizations have a bit of a challenge. I would rate them an eight out of ten.

As a partner for helping us create the platform that we need, I would rate Red Hat a nine out of ten. They're helpful. Whenever I'm in contact with the technical team, they're knowledgeable and helpful.

Technical support has been efficient, supportive, and communicative. They do not drop the ball. I would rate the customer service and support of OpenShift a five out of five. 

For one of my company's clients, we have to deal with the technical support team of OpenShift. With Red Hat, my company has platinum support. I rate the technical support an eight out of ten.

I think the support is fine. It depends upon some of the SLAs and how things or how the SLAs have been maintained. Overall, it is fine, so I will rate the support a seven out of ten.

The tool's support should be improved. 

The customer support for this solution is good. We have a consulting agreement, so we are getting good support.

I would rate their support an eight out of ten. 

We are using a local vendor for the support. They can handle level one and two support when we have issues.

The support is amazing. They stick to the SLA, and even go out of their way to research and assist customers to resolve issues. I would rate the support as nine out of 10.

Red Hat is amazing. With the proper leadership in place and proper partnership, you can do a lot more with Red Hat. There is a very active community where they share codes, information, and ideas.

I rate OpenShift support seven out of 10. There is room for improvement. We sometimes find the answer before the vendor. You get bounced around to various people and must repeat the issue even though it's all documented.

The technical support is good, but they have been slow to respond in the past. The issues were resolved effectively, but it took some time for this to happen.

We receive remote and on-call support services on purchasing an enterprise support subscription.

I would rate the support for this solution a nine out of ten. 

Technical support isn't used really. I've never called them personally. 

The forums and services are perfect. Excellent.

Generally, our tickets are resolved within 15 days.

All the platforms that we have, whether it is Pivotal, VMware, Red Hat, Microsoft, or Amazon, are partners or we have an alliance with them. We regularly speak to them and we discuss with them the challenges we face. We have a good relationship with the support.

I did not use the technical support but I do look up plenty of resources on the OpenShift blog which is useful.

I would rate this solution a ten out of ten for support. Their customer support is outstanding and we always get the answers we need very quickly. Their technological know-how is good and we are able to get assistance from one architect without getting passed on. 

The solution's technical support is excellent.

Documentation and technical support could be improved. The product is good, but when we raise a case with support—say we are having an image issue—support is not really up to the mark. It is difficult to get support compared to other vendors. AWS will get on a call for any problem and start a screen-sharing session. They will immediately start fixing the issue, whereas with Red Hat and OpenShift, we have never seen similar support. When we raise a case, their support people will hesitate to get on a call or a screen-sharing session. That is a major drawback when it comes to OpenShift. Support-wise, they are still lacking.

A friend called me and they are using OpenShift 4.6. They installed a Prometheus box and they upgraded OpenShift and they upgraded the registry. After upgrading, one of the nodes was not able to run the container. When they raised a case, the support guy said that they needed to maintain the old images. Why, when they upgraded the OpenShift, do they need to maintain the old images? My friend called me and told me this and that it is not mentioned in the documentation. He said he raised a case and then followed up with support for the last four days, but there has been no response. The documentation was not clear. Now, we are facing this issue and we don't know how to solve this problem.

That was when focusing on upgrading from 4.6 to 4.7 or 4.8. It seems OpenShift never looks at how to manage earlier versions they sold in the market. Without the proper guidance or support for the product, people will not continue with the product. They need to keep that in mind. It shouldn't be that they only sell the product to the customer and ask them to run the show. They have to think of continuous support. That's why I give it six out of 10.

Red Hat technical support is top notch: quick to answer and really caring about issues being solved

However, some fixes may take a long time when they require modifications in Kubernetes for example, as we have to wait for fixes to be released in Kubernetes, then imported into OpenShift.

OpenShift is supported by Red Hat, with their usual industry leading SLAs.

In Europe, support is not as fast as it needs to be. If you follow Red Hat's guidelines when designing the architecture, it has a very difficult blocking situation (you must be skilled on the OpenShift product before putting it into production...as usual!).

I haven't contacted their technical support. Our devops team does contact them. They contacted them in regards to some problems with the operations. They were satisfied with the support. 

Customer service is perfect.

Not available.

This isn't really an issue. I haven't really called upon support yet. Red Hat reps have been really quick to respond on other issues though.

The technical support is generally good and there are ample materials available on the web to help find answers to issues.

Five stars out of five, all issues were solved in an acceptable timeframe.

It's good. Community support is also good. Easy to deal with.