This continuation of support for IBM Cognos BI 10.2.X provides non-defect support for business continuity (including access to existing fixes) for Cognos BI 10.2.x beyond the End of Support (EOS) date (April 2018).
Continuing support includes:
- 24×7 support (severity 1s)
- 2 hour response objective for all severities during normal business hours (as published in the IBM Support Handbook)
- Voice and electronic access
- Unlimited number of technical support incidents and callers
- Access to existing available fixes created before the EOS date to correct known defects
Continuing support does not include:
- Support for code related problems.
- Development analysis of new defects
- Development or packaging fixes that are not already available
- Third party support and conformance changes