Overview

IBM Maximo MRO Inventory Optimization

IBM solutions enhanced with Oniqua technologies help your business monitor and manage maintenance-repair-operate (MRO) inventory. The solutions provide insights into both predictive and prescriptive maintenance so parts can be available when needed to help reduce downtime. The Oniqua inventory platform combines statistical analyses, prescriptive analytics and optimization algorithms to deliver decision support through informative dashboards.

 

Doing business with IBM

On December 1, 2018, all billing and accounts receivable processes for cloud and managed hosting services (formerly provided by Oniqua) will be migrating to IBM systems and processes. Beginning with the December 2018 billing cycle, you will receive an IBM invoice generated from IBM billing systems. Obviously, these invoices will look different than previous invoices. Detailed information about how to understand your IBM billing and invoicing changes can be found in the Doing Business with IBM (DBWI) guide. Please note that Asia Pacific (AP) clients should refer to the AP-specific versions of the documents

Customer support

Get world-class support, training and services. Oniqua’s technical support systems will remain in place until further notice.

IBM will continue to focus on delivering customer satisfaction without compromise

Plans call for Oniqua and IBM Support to become fully integrated in the future. As soon as new options become available, we plan to offer Oniqua customers expanded capabilities through the existing IBM Support infrastructure. For the most current information, bookmark this page and continue to visit.

Future updates

As the integration of Oniqua and IBM support evolves, information regarding future changes to the technical support process will be posted here. However, prior to making any changes, a separate communication outlining modifications to the technical support sites and telephone access will be sent to registered customers via email.

Please note that customers requiring support outside of the regions listed should contact the USA support line.

Severity level situations and examples

 
Level Definition Response time objectives Response time coverage
Severity 1

Business critical functionality is inoperable or critical interface has failed. This usually applied to a production environment and indicated an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution.

Within 1 hour M-F business hours
Severity 2

A service business feature or function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines.

Within 2 business hours M-F business hours
Severity 3

Some business impact; Indicated the program is usable with less significant features (not critical to operate) unavailable

Within 4 business hours M-F business hours
Severity 4

An inquiry or non-technical request.

Within 1 business day M-F business hours

 

*Support and response time is provided from 7:00 A.M. to 4:00 P.M. U.S. Mountain Standard Time (UTC-7), and 8:00 A.M. to 5:00 P.M. Australian Eastern Time (UTC+10), Monday through Friday, excluding banking holidays and other IBM observed holidays.

Considerations and customer responsibilities

Availability Service Level Agreement (SLA) Considerations

You must submit a support case claim for failure to meet an availability SLA within 3 business days after the end of the contracted month. The support case must be related to a production system that is not available (a Severity 1 / Service Down case). The availability SLA for the Cloud Service can be found in your Transaction Document. Service Down is the time measured from the time you report the Severity 1 case until the time the Cloud Service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond IBM's control; problems with your content or third party content or technology, designs or instructions; unsupported system configurations and platforms or other Client errors; or Client-caused security incident or Client security testing.

Customer responsibilities

You play a key role in assisting us when you have questions about or have encountered problems with your Cloud Service offering. Information that you provide about your system and/or problem is often critical to resolving your issue. The following practices can help our customer support team to better understand your problem and more effectively respond to your concerns, as well as help you make the best use of your time:

  • Submitting problems electronically
  • Keeping different issues (questions or problems) separate (one issue per support ticket, incident or case)
  • Selecting a Severity based on your judgment of the business impact
  • Keeping IBM support informed of major upgrades/implementations of your system (where applicable)
  • Providing timely feedback on recommendations, so the IBM support team can close out the issue when it has been resolved. If the issue reoccurs, you may reopen the original support ticket, incident or case by resubmitting it electronically