Question & Answer
Question
What is the support policy for IBM Security products when the client in a Severity 1 case becomes unresponsive?
Answer
When a client with a Severity 1 case becomes unresponsive, it is the policy of IBM Security Support to lower the severity of the case until the client becomes responsive again and to close the case if the client does not respond for a period of 10 days. The purpose of this policy is to prioritize Severity 1 cases for clients who are available to actively work on their cases. In accordance with the IBM Security Support policy, Severity 1 cases require clients and IBM to work together 24x7 to resolve critical issues impacting the client's business. (See Severity Descriptions in the Escalate a case section of the IBM Support Guide.)
Important – If the client is unwilling to work on a Severity 1 case during the weekend, the case severity is lowered immediately. The case severity can be raised back to Severity 1 when the client is available to work on the case again. This policy applies whether the client is unresponsive or not.
A client is considered to be unresponsive when IBM Security Support is unable to reach them directly by means of the support case, email, or phone for 3 consecutive days. IBM Security Support will try all available methods to contact the client so that Support can help find a resolution to the client's Severity 1 case. If the client responds to IBM Security Support at any time before the case is closed, Support will review the case with the client to determine whether the severity of the case should be moved back to Severity 1, and will resume working 24x7 with the client, following the same IBM Security Support Policy for Severity 1 cases.
IBM Security Support will use the following timeline when handling Severity 1 cases for unresponsive clients:
- Day 1. On the first day that IBM Security Support is unable to reach a client to work on a new or existing Severity 1 case, Support will follow up via the case and provide the client with the status of the case and next steps needed to progress toward resolution.
- Day 2. On the second day, IBM Security Support will attempt to contact the client again. If the client does not respond, IBM Security Support will update the case to notify the client that Support is waiting on their response, and that if they do not respond, Support will send a final reminder the following business day before downgrading the severity of the case to Severity 2.
- Day 3. On the third day, IBM Security Support will attempt to contact the client for a third time. If the client does not respond, Support will lower the severity of the case to Severity 2, and then will update the case with a final reminder to the client that explains the following:
- IBM Security Support is lowering the severity of the case because the client has not responded in 3 consecutive days.
- IBM Security Support will send a final reminder to the client within 1 week. If the client does not respond to the final reminder, Support will close the case on the date that Support specifies.
- If the client responds to IBM Security Support at any time before Support closes the case, Support will review the case with the client to determine if the severity should be raised back to Severity 1, and then will resume working with the client on the case.
- Day 10. On the 10th day, IBM Security Support will attempt to contact the client for a 4th and final time. If the client does not respond, Support will update the case to inform the client that it is closing the case because they are unresponsive, and then Support will close the case.
Example timeline:
| Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday |
| Day 1 | Day 2 | Day 3 | ||||
| Day 10 |
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Modified date:
23 February 2022
UID
ibm11489017