Product Support Details for TPF
Product List
Supported Language
US English
Hours of Operation
- 9:00AM - 5:00PM EST (business hours in New York) except holidays
After Hours Support
- Offshift support will be provided in English.
- During offshift hours, commercially reasonable efforts will be taken to respond by telephone within two hours for severity 1 issues.
- Any new severity 1 case, or an existing case raised to severity 1, will result in call-outs to the TPF Duty Managers.
- Severity 2, 3 and 4 cases which are opened or updated outside of New York business hours will be reviewed the next business day.
Severity Definitions
IBM will use commercially reasonable efforts to respond to cases raised by your authorized contacts within the criteria specified for your offering. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to resolve your request. Be sure you and your support professional agree on what the next action is and when the next checkpoint will be. Cases opened outside Business Hours that do not qualify for 24x7 response will be responded to the next business day.
Visit the IBM Support Guide to select a product area for the specific Response Goals for each offering.
Escalation Process
If at any point in our service process you feel we are not meeting your needs, you may call our attention to your case.
Visit the IBM Support Guide for the escalation process related to your offering.
Enhancement Request Process
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Document Information
Modified date:
20 June 2023
Document Number
ibm16417603