What are the standard support hours?

Standard support is available Monday to Friday, 8:00 AM to 5:00 PM (customer’s time zone). IBM Entry Support and IBM Enhanced Support are not available on public holidays.

Severity level 1 support is available 24 hours a day, 7 days a week, with the exception of December 25.

Are electronic problem submission and voice problem submission included?

Yes.

What is the response target?

The response target is two business hours. (This represents IBM's objective to respond to your high-severity support request. In some cases, the initial response will resolve your request; in others, additional actions may still be required.)

Are developer assistance incidents included?

No.

Is support available worldwide?

Yes.

Are technical contacts available?

Yes. The technical contact is the individual designated by the client as the person to contact IBM for support. All communication with IBM related to the IBM Selected Support offering must be performed by the authorized technical contact.

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