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)
Advanced 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
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
Access to pooled account management resources
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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**
Dedicated Single Point of Contact

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Proactive Guidance

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Best Practice Sharing

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New Release Planning Guidance

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Monthly Knowledge Seminars

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Personalized Problem Reporting and Analysis

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End user adoption focus

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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/

Support and Customer Service. IBM Connections Cloud. SmartCloud Notes. Verse