IBM ConnectionsSupport 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                                                               
IBM Connections Forums                                                               
Service Status Dashboard                                                               
Planned maintenance schedule and updates                                                               
Phone Support       Severity 1 issues only          All severity issues          All severity issues
24x7 expert troubleshooting for Severity 1 issues                                                               
Expert troubleshooting for non-Severity 1 issues        Business Hours Only                   24x5                   24x5
Electronic support (Service Request portal or email)                                                               
Access to pooled account management resources                                            
Priority problem handling                                            
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  
Proactive Guidance  
Best Practice Sharing  
New Release Planning Guidance  
Social Business Governance  
Monthly Knowledge Seminars  
Personalized Problem Reporting and Analysis  
End user adoption focus  
Hybrid Configuration Guidance  
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):