Support Options for Administrators

Support Options for Administrators

IBM Cloud Support delivers IT-level assisted support options that help you get the most out of your technology investment. With your IBM Connections subscription, you gain access to a global network of experts to assist your company administrators, with options to meet your specific support needs.



IBM Cloud Support Options


Support Feature Standard Support
(Included with your subscription)
Priority Support
(Available at a monthly per-user charge)
Premier Support
(Available at a monthly per-user charge)
Wiki and other self-help content check icon check icon check icon
IBM Connections Forums check icon check icon check icon
Service Status Dashboard check icon check icon check icon
Planned maintenance schedule and updates check icon check icon check icon
Monthly training workshops and demos check icon check icon check icon
Phone Support Severity 1 issues only All severity issues All severity issues
24x7 expert troubleshooting for Severity 1 issues check icon check icon check icon
Expert troubleshooting for non-Severity 1 issues Business Hours Only 24x5 24x5
Electronic support (Service Request portal or email) check icon check icon check icon
IBM Connections Cloud Inform Access check icon check icon check icon
Priority problem handling
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Severity 1 issues 2 hours 30 minutes 30 minutes
Severity 2 issues 2 business hours* 1 hour** 1 hour**
Severity 3 issues 2 business hours* 2 hours** 2 hours**
Severity 4 issues 2 business hours* 2 hours** 2 hours**
Single point of contact, local language speaking where available

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Personalised, proactive guidance

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Cloud Administrator best practice recommendations

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Cloud features deployment assistance

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Regular business reviews, reporting and analysis

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Adoption support and insights

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Remote Consultancy entitlement

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VIP Support (special attention to Executives)

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IBM Ask The Experts Service (2750+ seats)

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Complementary IBM Social Business App

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IBM Cloud customization service (in 2017)

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IBM Executive Sponsor

Available through AVP
Onsite Support

Available through AVP

*Business hours refers to the prevailing business hours for the country where your organization is registered within the service, typically Monday to Friday from 09:00 to 17:00 local time, excluding major holidays.

**24x5 coverage from 00:00 GMT Monday to 00:00 GMT Saturday, excluding major holidays.

For more information on the IBM Software Accelerated Value Program (AVP): http://www.ibm.com/software/support/acceleratedvalue/

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