IBM Cloud Services

IBM Cloud Services

Important Note:  All IBM Cloud services follow the standard procedures described here unless they are listed in the IBM Product Support Details page

IBM Cloud Services Support

IBM's Cloud Service support teams are available to assist with technical issues of varying degrees of severity. There may be occasions where the support teams may not be able to answer all your questions, but they will engage other groups within the company, including operations and/or development teams, to help provide answers to you.

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

You will be required to provide the following information when contacting support:

  • Your name, company name, email address, and telephone number with extension (if applicable)
  • Ticket, incident, or case number (as applicable)
  • Support entitlement identifiers such as client ID, mailbox ID, or IBM customer number, as appropriate for the offering
  • Product name (release level and any product maintenance level, if applicable)
  • Any additional information required by the IBM support team

Back to top

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.

Satisfaction surveys

IBM periodically surveys its customers to obtain additional feedback on recent experiences with customer support. The survey focuses on quality of support provided and overall experience. The survey results are reviewed by management. IBM reserves all rights, title and interest in and to any feedback that you provide to IBM, including without limitation, in the form of suggestions, ideas, concepts, improvements, reports and any other materials, whether written or oral.

 

 

IBM Software & Cloud Services: Tiered Support

 

Advanced Support 

Advanced Support provides a higher priority care support to respond to critical support requests and drive faster case resolution.  Advanced Support allows IBM clients to tailor their Support needs to their business and environment.

 

Platinum Support 

Platinum Support provides the highest priority care support to respond to critical support requests and drive faster case resolution.  Advanced Support allows IBM clients to tailor their Support needs to their business and environment.


  

Additional Support:

  • For IBM programs that are not covered by the software support offerings listed above, as defined in the IBM Support Product lifecycle page for the IBM programs, refer to the Software support page provided by IBM Technology Lifecycle Services.

 

Additional references:

Support Guide Feedback

Tell us what you think!

 

Page Feedback