IBM Support

Phytel

Product Support Details for Phytel

Product List

Supported Language

US English

Contact Information

The IBM Customer Support team for Watson Health Phytel can be reached using email or phone.  See response time coverage column in the Severity Definitions section for coverage time.
 
Email:
Phone:
  • 1-800-559-3057 ext. 5 (US toll free)
  • Legacy Product Support - 1-877.843.6796 option 4 (US toll free)
Products in this offering include:
  •  Phytel Coordinate
  •  Phytel Insight
  •  Phytel Outreach
  •  Phytel Remind
  •  Phytel Transition
No Personal Information (PI) including Protected Health Information (PHI) and sensitive personal information (SPI) should be included in any documentation or information when reporting an incident.

Severity Definitions

Severity Level Guidelines & Response Time Objectives:
  • The following table outlines response time objectives that IBM Watson Health Phytel Support strives to achieve regarding post-deployment production offerings, measured from the time we receive your initial request for support, to the time we provide an initial communication back to you regarding receipt of your request.
  • Response time objectives described herein are intended to describe only IBM Watson Health Phytel Support’s goals, and do not represent a guarantee of performance.
  • Client will designate the severity for each Watson Health Support request.
  • IBM and Client will validate such severity and mutually agree to any changes based upon the severity description.
  • For the Cloud Service, the incident "Response Time" is the elapsed time measured from the time the incident is reported to IBM Watson Health Support by the Client.
  • Watson Health Support will use commercially reasonable efforts to meet the incident response time objectives described in the IBM Enterprise Support and Preferred Care options for IBM Cloud services guide.
Severity Definition Response Time Objective Response Time Coverage
1
Critical business impact/ service down:
  • Business critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access services, resulting in a critical impact on operations.
  • This condition requires an immediate solution.
Within 2 business hours

Best-effort outside business hours
8 AM - 8 PM EST
Monday - Friday
Within 2 business hours
Best-effort outside business hours
2
Significant business impact:
  • 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
Monday - Friday
business hours
3
Minor business impact:
  • Indicates the service or functionality is usable and the issue is not causing a critical impact on operations.
 Within 4 business hours
Monday - Friday
business hours
4
Minimal business impact:
  • A general inquiry, feature request, simple configuration or operations request, or other non-technical request.
 Within 2 business days
Monday - Friday
business hours

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.

Additional Information

Case Handling:
  • All client support issues will be documented within a support case.
  • Each case will be assigned a unique number for reference and a severity level that is based on the details within the case description.
  • Updates and client responses will be sent by e-mail and recorded in the case comments.

[{"Line of Business":{"code":"LOB29","label":"Watson Health Unit"},"Business Unit":{"code":"BU014","label":"Watson Health"},"Product":{"code":"SSTYMZ","label":"Phytel"},"ARM Category":[],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"}]

Document Information

Modified date:
31 October 2022

Document Number

ibm16434277

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