# Support & SLA

Source: https://forgeone.solutions/en/support-sla
Language: en
Published: 2026-09-05
Updated: 2026-10-13

ForgeOne provides expert support, second/third-level assistance, troubleshooting, vendor escalation and defined response times for self-operated infrastructure.

Support & Enablement

## Support & SLA

Expert support and defined response times for environments operated by your team.

Support & SLA is for teams that operate their own infrastructure and want access to experienced specialists for incidents, escalations or complex changes.

- [Discuss support model](https://forgeone.solutions/en/contact#book-appointment)
- [Contact ForgeOne](https://forgeone.solutions/en/contact)

Previous step

## Next useful project step

Previous: Co-Managed Infrastructure. This page builds on that step without repeating the full journey.

- [Co-Managed Infrastructure](https://forgeone.solutions/en/co-managed-infrastructure)

## Typical starting points

These situations show when the service is technically and commercially useful.

### Missing second/third level

Internal teams need fast support for complex Linux, Kubernetes or open source issues.

### Response times

Critical systems need agreed response models instead of best effort.

### Vendor escalation

Enterprise platforms require technical analysis and vendor communication to work together.

## Service scope

The concrete scope is defined per project or operating model.

### Incident Support

Troubleshooting, root-cause analysis and escalation for active incidents.

### SLA

Defined response times, communication channels and priority models.

### Expert support

Linux, Kubernetes, OpenShift, automation, monitoring, backup and security topics.

## Delivery approach

1. 01: Define scope

Goals, systems, responsibilities and boundaries are defined together.

2. 02: Deliver

The agreed tasks are delivered in a traceable and documented way.

3. 03: Validate

Results, risks and open points are validated and prioritized.

4. 04: Handover

Operations, support or next steps are connected cleanly.

Next step

## Next service

Next: Training & Workshops. Internal links point directly to the canonical target URL.

- [Training & Workshops](https://forgeone.solutions/en/trainings-workshops)

## Related solutions and next steps

Not every service currently has enough specific knowledge articles. Until then, related topic areas are linked without automatic latest-post lists.

### Enterprise Linux

IT solution

Linux operations, distributions, lifecycle and platform foundations.

### Automation & IaC

IT solution

Configuration as Code, Infrastructure as Code and GitOps as a technical capability.

### Monitoring & Logging

IT solution

Observability, alerting and operational data for stable platforms.

## Common questions about Support & SLA

### How is this different from managed services?

Managed services include ongoing defined responsibility. Support & SLA supports customer teams that operate themselves.

### Are response times individual?

Yes. Response times and priorities are defined according to criticality and operating model.

### Is support available for OpenShift and SUSE?

Yes. ForgeOne supports OpenShift, Kubernetes, RHEL, SUSE Linux Enterprise and related open source infrastructure.

## Want to define the right service scope?

In a free first call we classify your current situation, target picture and useful next steps.

- [Book a first call](https://forgeone.solutions/en/contact#book-appointment)

## Related solution clusters

Support and SLA require clear context for the affected platforms, products and operational responsibility.

- Linux & Infrastructure
- Collaboration

[Linux & Infrastructure](https://forgeone.solutions/en/linux-infrastructure)

## Next step

We identify the right cluster for your initiative together.

[Book a free consultation](https://forgeone.solutions/en/contact#book-appointment)