IBM Support options for On-premises/Saas Software

IBM Support options for On-premises & SaaS Software

Discover more about each offering by clicking on their names for in-depth information!

 Offering NameClient needFeatures Response Level Objectives *
  • Strong business protection, for production workloads
  • Fixes and upgrades
  • IBM Support Community
  • Embedded Watson features
  • 24x7 support access
  • Case severity assignment

Initial response level objectives

  • Severity 1: 2 hours (24x7)
  • Severity 2: 2 business hours
  • Severity 3: 2 business hours
  • Severity 4: 2 business hours

 

On-going response level objectives

  • Severity 1: N/A
  • Severity 2: N/A
  • Severity 3: N/A
  • Severity 4: N/A
  • Increased responsiveness and higher support case prioritization
  • Priority Access to Senior Technical Support Professional
  • Holistic approach of advising clients based on case patterns
  • Provides a higher level of service above the base Support & Subscription model
  • Allows clients that require a higher priority level of support to receive special case handling and enhanced SLO's
  • Provides a holistic approach of advising clients based on case patterns
  • Differentiated Support experience for customer based on their needs 

Initial response level objectives

  • Severity 1: 30 minutes (24x7)
  • Severity 2: 1 business hour
  • Severity 3: 1 business hour
  • Severity 4: 1 business hour

 

On-going response level objectives

  • Severity 1: 1 hour
  • Severity 2: 8 business hours
  • Severity 3: 2 business days
  • Severity 4: 3 business days
  • One Offering across all IBM Software Products*
  • Take support from reactive to proactive.
  • Leverage AI & Automation technologies to deliver the enhanced support experience.
 
 
  • Increased responsiveness
  • Higher support case prioritization
  • Utilize IBM Concert to proactively address security vulnerabilities across your end-to-end applications 
  • Proactive support  experience- business continuity review and SaaS offering on-boarding
  • Rapid deployment of Tiger Team for high impact incidents
  • Dedicated Slack channel
  • Platinum focal
  • Priority  access to Subject Matter Expert
  • Periodic Business Reviews
  • Proactive support experience powered by IBM Instana

Initial response level objectives

  • Severity 1: 15 minutes (24x7)
  • Severity 2: 30 minutes
  • Severity 3: 1 business hour
  • Severity 4: 1 business hour

 

On-going response level objectives

  • Severity 1: 30 minutes
  • Severity 2: 4 business hours
  • Severity 3: 8 business hours
  • Severity 4: 2 business days

* Review the Severity Descriptions guidelines for business impact associated to each severity level. Response Goals are intended to describe IBM's goals only, and do not represent a guarantee of performance.

* Follow the standard procedures described here unless your product is listed in the IBM Product Support Details page

IBM Software and Cloud Services: Tiered Support 

Availability Service Level Agreement (SLA) Considerations for SaaS

You must submit a support case claim for failure to meet an availability SLA within 3 business days after the end of the contracted month. The support case must be related to a production system that is not available (a Severity 1 / Service Down case). The availability SLA for the Cloud Service can be found in your Transaction Document. Service Down is the time measured from the time you report the Severity 1 case until the time the Cloud Service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond IBM's control; problems with your content or third party content or technology, designs or instructions; unsupported system configurations and platforms or other Client errors; or Client-caused security incident or Client security testing.       
 

Additional Support:

  • For IBM programs that are not covered by the software support offerings listed above, as defined in the IBM Support Product lifecycle page for the IBM programs, refer to the Software support page provided by IBM Technology Lifecycle Services.
  • In-Country Support offers unique technical support delivered by US Citizens or US Persons to support their FedRAMP SaaS production implementations.  Federal clients can now secure FedRAMP complaint support for chose IBM Software as a Service (SaaS) products. 

 

Additional references:

  • If you are a client in the United States looking for tighter security with your support interactions, review our US Secure Support page.
  • If you require a support solution across multiple vendors, review our Multi-vendor Support page.
  • If you are a developer looking for help to code your applications, see IBM Support for Developers for available options.
  • International Passport Advantage Agreement (IPAA) and the International Passport Advantage Express Agreement (IPAEA) Overview.
  • Renew your Subscription and Support with Passport Advantage Online.

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