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TRIRIGA Application Suite Managed Services - Operations & Support

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TRIRIGA Application Suite Managed Services - Operations & Support

Operations

IBM TRIRIGA Application Suite Managed Service includes:

  • System Administration and ongoing Security Compliance to meet IBM internal (ITSS) standards
  • TAS Environment provisioning including sizing, product installation, configuration and deployment
  • Ongoing maintenance including Platform, Middleware and O/S upgrades, updates, patches and fixes
  • Ongoing environment and database monitoring, logging & tuning
  • 24 x 7 system administration support on call
  • 24 x 7 support and monitoring for systems and applications
  • ITIL managed operations (Service Request, Incident, Problem and Change management)
  • Disaster Recovery and Backup / Restore support & services

Support - General

Technical support for the cloud service is available as part of the customer's subscription period.

IBM TRIRIGA Application Suite Managed Service customers receive support coverage 24 hours per day, 7 days per week, 365 days per year. This includes IBM Support Community Portal access, comprehensive backup and restore, system monitoring and patching.

24x7 emergency on-call support is available for Severity 1 or system down incidents. This is reserved for production outages where the application is unavailable or service has been severely degraded. IBM leverages an automated alert system integrated with our case ticketing system to provide timely customer response to Sev1 issues.
 

Data Center Locations

TRIRIGA Application Suite Managed Service is currently offered from the following IBM Cloud data center locations (regions).
 

North America:

  • Washington, DC, US
  • Dallas, TX US
Europe:
 
  • Amsterdam, Netherlands
  • Frankfurt, Germany
Operations Support Locations

IBM's TAS-MS support personnel are located across the globe in the following countries:
 
  • United States
  • Canada
  • Brazil
  • United Kingdom
  • Ireland
  • China
  • India
  • Australia

IBM Support Guides

An IBM Support Guide for TRIRIGA Application Suite is available. See link below. The guide contains information such as Contact Information, Hours of Operation, Severity Level Guidelines & Response Time Objectives and Issue Escalation

https://www.ibm.com/support/home/pages/support-guide/?product=4558485

 

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Document Information

Modified date:
29 October 2021

UID

ibm16509502

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