What you always wanted to know about hotfixes...

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First, let me introduce myself - my name is Sina Whiston and I am the Support Manager for Maximo in EMEA (Europe, Middle East, and Africa). Today I want to talk (or rather write) about product maintenance and hotfixes...

Let's get the terminology out of the way:

• Fix Pack: refers to regular IBM Fix Pack releases, such as Maximo 7.6.1.3
• Feature Pack: regular IBM Fix Pack release, which also includes new functionality, such as Maximo 7.6.1.2
• IFIX: Interim Fix - a cumulative hotfix pack - a bundling of various hotfixes in one pack, such as 7.6.1.3 Interim Fix 005 
• LA Fix: Limited Availability Fix - a one-off hotfix containing a fix for one specific APAR (sometimes referred to as one-off fix or hotfix)

Now, we in Support advise to stay on top of maintenance by deploying new fix packs or feature packs, as well as IFIXes.  That way you can take advantage of all available fixes for defects, perhaps obtain any new functionality or improvements to the product overall, such as performance-related enhancement.

However, we understand it is not always possible. We’re aware your maintenance schedule may not include enough time to apply the latest fix pack or feature pack. However, you can come across a defect, for which you require a fix. In these cases, we suggest that you install an IFIX - a bundle of fixes that go through QA testing before the release. As this type of hotfix bundles important fixes together, you get code fixes for defects before they turn into a problem for your company. And the best part: IFIXES are available through Fix Central for you to download – meaning you don’t even have to log a new case in order to get the latest IFIX.

Lastly, LA fixes - from a Support perspective, an LA fix is considered the last resort. I strongly discourage anyone from requesting and installing them. While this type of fix can often be provided faster than an IFIX, and can be faster to test and implement, you introduce a risk to your environment. Additionally, we expect you as our clients to do the testing yourself in your environments. LA fixes don't go through testing and create a higher exposure to risk or potential regressions. An LA fix makes your environment unique – and more difficult to support. So again – from a support perspective, we are keen advocates of Fix pack or Feature Packs and IFIXES and discourage LA Fixes in most circumstances.

I think it is helpful for you to understand our strategy for code fixes, so read on.

IBM's release strategy for code alteration (for defects) on IBM Maximo is through a Fix pack and Feature Pack strategy and an Interim Fix (IFIX) strategy for use between fix packs. If your problem is having a critical impact on your day to day business operation, a (cumulative) Interim Fix can be requested.

LA fix criteria: 
1.  Mission-critical performance problem with no work-around
2.  Mission-critical  stability problem (for example, system crashes) with no work-around
3.  Mission-critical logic error leading to significant financial or safety issue with no work-around
4.  Mission-critical regression (for example, problem did not exist on previous interim fix) and there is no work-around.

Support and development management will only approve an LA fix request in exceptional circumstances, and only if the work is technically feasible. These requests require a strong business case  explaining why you are not able to apply a cumulative IFIX or update to the next Fix pack or Feature Pack. In addition, we seek case closure within 5 days of receiving your LA fix.

Additional considerations: 

• An LA fix makes your environment unique to that of other clients. This makes it more difficult to support.
• LA fixes are limited to development checkout of the reported defect; there is no additional testing performed
• All LA fixes need to be installed and thoroughly tested in a nonproduction environment first
• We strongly advise that you install an IFIX as soon as possible after an LA Fix has been deployed (LA Fixes are rolled into the cumulative IFIX build and rolled into a future fix or feature pack)

The content of this blog is in no way intended to be a legal statement. It is a general guide and advice to you (statements of SLAs and other legal aspects of IBM support would be part of your maintenance agreement) and all information is subject to change.