Troubleshooting

There are several different courses of action to take when troubleshooting your IBM Sterling® Order Management System environments.

If you are experiencing issues with your IBM Sterling Order Management System environments, first view Troubleshooting issues to find a resolution. If your environment becomes unusable due to a change by your development team, you can open a support ticket to request IBM assistance. If there is not enough time for the IBM Sterling Order Management System team to complete a root cause analysis or assist with resolving the issue, the team can restore the environment from the previous backup image.

As part of the ongoing operation of your service, backups are completed routinely, including daily backups for your database and application data. If you require additional or different backups or to preserve a backup longer than it is typically stored, you must open a service request. The following list indicates the typical length of storage for backups:
  • Application system backups are maintained for 14 days.
  • Database backups are maintained for 5 days only for the production environments.
  • Full image backup is provided to your implementation team before your site is launched. Additional full image backups are created and provided to you, or your implementation team, by service request.

In the event of a disaster, the disaster recovery process can be triggered to restore your Production environment. For more information, see Disaster recovery.