Product Support Details for IBM Maximo Application Suite
Product List
Supported Language
US English
Hours of Operation
Support Center Hours (IBM prime shift business hours)
IBM Support Center hours cover the prevailing business hours in the country where your product is licensed and/or your contract is registered.
IBM Support Center hours cover the prevailing business hours in the country where your product is licensed and/or your contract is registered.
Off Shift Support
Off Shift hours are defined as all other hours outside of normal country business hours. During Off Shift hours, we make reasonable efforts to respond within two hours to customer critical problems (Severity 1). Off Shift support is provided in English. However, we try to accommodate local language where possible.
Off Shift hours are defined as all other hours outside of normal country business hours. During Off Shift hours, we make reasonable efforts to respond within two hours to customer critical problems (Severity 1). Off Shift support is provided in English. However, we try to accommodate local language where possible.
Off Shift Weekend/Holiday Support (Severity 1 Only)
If you require support between the hours of Friday 6pm to Sunday 6pm US Eastern Time (and Christmas Day and New Years Day) for a Severity 1 case, the following steps are required:
If you require support between the hours of Friday 6pm to Sunday 6pm US Eastern Time (and Christmas Day and New Years Day) for a Severity 1 case, the following steps are required:
- Log a new case using the IBM Support Community and set the Severity to 1. Provide as much detail as possible, including the business impact and confirm it is a production system issue.
- You can also choose to call your local IBM Support Center (IBM Directory of worldwide contacts) to request a duty engineer callback.
Failure to follow this process results in no support during off-shift hours.
Severity Definitions
For Severity Descriptions see: https://www.ibm.com/support/pages/node/739151
Initial Case Severity Response Goal
- Severity 1: 2 hours (24x7)
- Severity 2: 2 business hours
- Severity 3: 2 business hours
- Severity 4: 2 business hours
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Document Information
Modified date:
26 September 2025
Document Number
ibm16443339