Root cause analysis procedures
The root cause analysis process is driven through the IBM case management system. Root cause analysis is provided for production critical incidents upon request.
For service issues on lower environments such as Development and QA, a detailed analysis is generally not provided, although a high-level description of the cause of the issue might be provided upon request. Depending on the nature of the issue, the entire root cause analysis can take three to five weeks to complete.
- Infrastructure issues, such as issues that affect hardware, network equipment, storage area networks, or other infrastructure components.
- Sterling Intelligent Promising service issues.
- Application infrastructure issues, such as issues that affect application servers, databases, and web servers.
- IBM created and managed SaaS Extensions.
Regardless of the severity, root cause analysis is not completed for issues with SaaS extensions that you or your business partner create and manage. The support for extensions is the responsibility of the business partner who created extensions. Your business partner must have a designated contact person available 24x7, 365 days a year to handle issues or breakages that are caused by those extensions. You are responsible for working with your business partner to resolve issues with those extensions.
Third-party integrations
It is your responsibility to resolve nay non-IBM third-party integration issues. IBM can collaborate with third-parties, but you are responsible for coordinating either phone calls and communication, and open tickets. For all IBM third-party integration, IBM is responsible for coordinating phone calls and communication, phone calls, ticket distribution, and more.