Share information on the people that make up our world wide (ww) ibm software support organization. If your product is listed below, there is additional guidance provided, beyond what is presented in the support guide, to help optimize your support experience with the specified product team.; For details on escalating support cases for ibm cloud services, case severity definition, and initial response time, refer to the escalating support cases page in ibm cloud docs.
IBM Support Guide
Severity severity definition response time objectives response time coverage 1 critical business impact/service down:
When you report a problem to ibm, you are asked to supply a severity level.
See the electr onic support w eb site for possible maintenance associated with this message. Follow the steps in this topic to contact ibm software support: This diagnostic trace message is written because of. Business critical functionality is inoperable or a critical interface has failed.
Describe your problem and gather background information.
Client must reasonably assist ibm with any problem diagnosis and resolution. Ibm software support provides assistance with product defects. Installation guide ibm support ibm software support provides assistance with product defects. If you cannot find applicable maintenance, follow the pr ocedur es described in contacting ibm support to r eport the pr oblem.
Ibm support needs you to supply a severity level.
Severity 1 support is available on public holidays for ibm elite support **response target is ibm’s objective to respond to your high severity. Provide information on the support service offerings currently available from ibm, including definitions of programs, policies, and procedures. Download ibm i security and integrity monitoring handbook data breaches increase in number and severity every year. Answers (3) i don't know exactly if this constitutes an sla, but i did some searching on your topic and found this information.
Include all relevant background information so that ibm support can help you solve the problem efficiently.
Before contacting ibm software support, your company must have an active ibm software maintenance contract, and you must be authorized to submit problems to ibm. Ensure your case severity mirrors your associated business impact listed in this table. In the event that customer’s ibm. Determine the business impact of your problem.
Before contacting ibm software support, your company must have an active ibm software maintenance contract, and you must be authorized to submit problems to ibm.
Technical support communication vehicles and processes are described in the ibm software as a service support handbook. The handbook provides information about how to contact ibm software support, depending on the severity of your problem, and the following information: The new and improved ibm support guide replaces the ibm software support handbook, and has been expanded to consider all ibm products. Before contacting ibm software support, your company must have an active ibm software maintenance contract, and you must be authorized to submit problems to ibm.
See the section that is named response objectives.
Submit the problem to ibm support define the problem and determine severity of the problem. If your product is not listed below, refer back to the ibm support guide for information on how to engage with ibm support. Client must log a severity 1 support ticket with the ibm technical support help desk within 24 hours of first becoming aware of an event that has impacted the cloud service availability. Review the table below for severities you may assign to your support case.
Client must log a severity 1 support ticket with the ibm technical support help desk within 24 hours of first becoming aware of an event that has impacted the ibm saas availability.
For information about the types of maintenance contracts Ibm support viii ibm maximo upgrade: Ibm support vi ibm maximo instrument calibration manager: The handbook will describe the code defect process, as well as the escalation and path to resolution process from a service level agreement standpoint.
The guide provides information about how to contact ibm software support, depending on the severity of your problem, and the following information:
This page supplements the ibm support guide. Support is not available on public holidays for ibm entry support and ibm enhanced support. Ibm is not responsible for 1) the actions of ibm business partners, 2) any additional obligations they have to customer or 3) any products or services that they supply to customer under their agreements. Determine the business impact of your problem.
Ibm software support handbook read more leon henry follow tss sales account manager enterprise north.
For the full details, see the ibm support handbook here. In addition, we documented ibm’s new support lifecycle policy, and clarified the fact that we protect Client must reasonably assist ibm with any problem diagnosis and resolution. Submit your problem to ibm software support.
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The support handbook was designed to provide you with the following: I'll add the relevant image and provide a link as this is what is documented for ibm support as a whole. Ibm enterprise support and preferred care severity definitions. Business critical functionality is inoperable or critical interface has failed.
Upgrade guide ibm support ibm software support provides assistance with product defects.
Before contacting ibm software support, your company must have an active ibm software maintenance contract, and you must be authorized to submit problems to ibm. When describing a problem to ibm, be as specific as possible.
