Maintenance

Maintenance Windows

Maintenance Windows for Production Environments are scheduled on weekends (Saturday 00:00 UTC -> Sunday 24:00 UTC).

Maintenance Windows for Non-Production Environments are scheduled on weekdays (Monday 00:00 UTC -> Friday 24:00 UTC).

There may be exceptions, in which case Customers will be notified in advance.

The IBM SRE team proactively notifies customers at least 5 business days prior to any Non-Production environment impacting maintenance and 10 business days prior to any Production environment impacting maintenance via the Client Communications Center (CCC). This pertains to environment-impacting (outage) maintenanace only. Non-environment-impacting (no outage) maintenance is not subject to this policy.

Customers must subscribe to the Client Communications Center (CCC) to receive maintenance notifications via email.

Environments are usually not available to users during maintenance windows, but the following maintenance categories may be applied:

• Outage - systems will not be available to users for the duration of the scheduled window
• Medium Impact - users may experience a period of intermittent connectivity (30 minutes to 1 hour) during the scheduled window
• Low Impact - users may experience a brief period of intermittent connectivity (up to 15 minutes) during the scheduled window
• No Outage - maintenance will be performed, but it will not impact users

CCC Notification Types

• Announcement - General announcements for the majority of customers
• Alert - Product related alerts and announcements
• Incident - A security incident has occurred. Steps for customer remediation may be provided
• Maintenance - Most common notification type. Used for applying patches, fixpacks, and product upgrades
• Security - Security related announcements and information

Environments are usually not available to users during maintenance windows, but the following maintenance sub-categories may be applied:

CCC Notification Sub-Categories

• Outage - systems will not be available to users for the duration of the scheduled window
• Low Impact - users may experience a brief period of intermittent connectivity (up to 15 mins) during the scheduled window
• Medium Impact - users may experience a period of intermittent connectivity (30 mins to 1 hour) during the scheduled window
• No Outage - maintenance will be performed, but it will not impact users
• Emergency - please see description below

Change Freeze Period

The Change Freeze period for year end 2026 is Dec. 18, 2026 through Jan. 4, 2027. Systems remain available to users and all standard automated processes such as database backups continue as normal during the change freeze period. Coordinated changes to environments such as application upgrades are not available during this time. The IBM SRE team does not schedule maintenance during the change freeze period.

The Self Service Portal will remain available during the change freeze period but will only allow the execution of non-disruptive actions.

Update Policy

Maximo Application Suite releases are versioned as Major.Minor.Patch (e.g. 9.0.1). Updates are defined as releases based on a change to the Patch version (e.g., v9.0.0 to v9.0.1).

MAS application and component updates are planned on a monthly basis, although severe issues and security fixes may warrant an unplanned Emergency Update. All clients will receive updates on a schedule determined by IBM as they become available. Non-Production environments are updated first. Clients will receive a communication via the Client Communications Center (CCC) at least five business days prior to the Non-Production updates. The notification will also include the expected date of the Production environment update. The Production environment update will occur no earlier than one week after the Non-Production updates. Clients will receive a confirmation communication via the Client Communications Center at least 5 business days prior to the Production environment update. Emergency Updates are applied to Non-Production and Production environments as necessary and are not subject to client notification policies or a delay between updating Non-Production and Production environments.

Essentials Edition, Standard Edition and Premium Edition - Shared Cluster Clients cannot request update deferrals or exceptions under any circumstances.

Premium Edition - Non-Shared Cluster Clients may request to defer updates by up to two weeks, but clients accept all risks associated with the delay. Deferral requests must be submitted via an IBM support case at least 72 hours prior to the scheduled update. Emergency Updates cannot be deferred or declined for any reason.

Upgrade Policy

Maximo Application Suite releases are versioned as Major.Minor.Patch (e.g. 9.0.1). Upgrades are defined as releases based on a change to the Major or Minor version (e.g., v8.11 to v9.0 or v9.0 to v9.1).

MAS application and component upgrades occur on a defined schedule determined by the Maximo Application Suite release schedule. It is expected customers will be upgraded to the current version within six months of its release. Non-Production environments are upgraded first. Clients will receive a communication via the Client Communications Center (CCC) at least five business days prior to the Non-Production upgrades. The Production environment upgrade will occur no earlier than four weeks after the Non-Production upgrades. Clients will receive a communication via the Client Communications Center at least 10 business days prior to the Production environment upgrade.

Essentials Edition and Standard Edition Clients cannot request specific upgrade dates. All upgrade schedules are determined by IBM. No deferrals or exceptions are allowed.

MAS SaaS Premium Edition - Shared Cluster Clients can request a deferral of the assigned upgrade schedule via an IBM support case subject to the following conditions:

• The ticket is submitted at least 10 business days prior to the assigned upgrade date.
• All client Production and Non-Production environments are upgraded within six months of the upgrade's release date.
• The client and the MAS SRE Operations team can identify a mutually agreeable date and time for the upgrade when the proper resources on both sides will be available.

MAS SaaS Premium Edition - Non-Shared Cluster Clients can request a deferral of the assigned upgrade schedule via an IBM support case subject to the following conditions:

• The ticket is submitted at least 10 business days prior to the assigned upgrade date.
• All client Production and Non-Production environments are upgraded before the client's existing environment becomes ineligible for Base support.
• All underlying software (e.g., ROSA) is at a version eligible for Base support. Meeting this requirement may necessitate a MAS upgrade.
• The client and the MAS SRE Operations team can identify a mutually agreeable date and time for the upgrade when the proper resources on both sides will be available.

Emergency Maintenance

In exceptional cases, such as critical security patching, the IBM Maximo Application Suite as a Service SRE team may need to schedule unplanned emergency maintenance outages outside of standard maintenance windows. The MAS SaaS SRE team will provide as much advanced notice as possible, however depending upon the criticality of the security update, standard advance notice timelines not be possible.

Maintenance Exception / Deferral Requests

All customer environments are managed to several internal and external security and compliance standards. IBM-initiated planned maintenance is governed by these standards. Therefore, maintenance exceptions and deferral requests are not allowed. There are no exceptions.

Rollback Policy

Upgrades and updates always fix forward. This policy ensures security fixes are applied as quickly as possible, and allows IBM to shorten outage windows for upgrades and updates. The "fix forward" policy means rollback to previous versions is not supported. There are no exceptions.