IBM Support

UrbanCode

Product Support Details for UrbanCode

Product List

Supported Language

US English

Contact Information

There are two channels to contact Customer Support:

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.

After Hours Support

Offshift hours are defined as all other hours outside of normal country business hours. During Offshift hours, we will use commercially reasonable efforts to respond within two hours to customer critical problems (severity 1). Offshift support will be provided in English. However, we will try to accommodate local language where possible.

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 our support services fail to meet your expectations, please do the following to escalate:

  1. Be certain to explain the business impact of your problem to the support professional working your case.
  2. Raise the Severity Level of the problem according to the severity descriptions below.
  3. Ask the support professional to speak to his or her manager or contact a duty manager from the IBM Directory of worldwide contacts . An IBM Support manager will work with our technical staff to ensure your request is being handled appropriately.
  4. After allowing the Duty Manager time to make an impact, if further escalation is required, open a Complaint or nominate the issue as a Critical Situation ("CritSit"), if warranted, by asking any member of your IBM Client team to do so on your behalf.

Languages: For voice support when opening an issue, in most cases IBM provides native language support. Please refer to IBM's Planetwide Site for specific country phone numbers. 

Severity: The following table defines severity levels and provides some examples:

Level

Definition

Example

Severity 1

Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. Note: We will work with you 7x24 in English only to resolve critical problems providing you have a technical resource available to work those hours.
  • Company Website is down affecting all users
  • A production server is down.

Severity 2

Significant business impact: A software component is severely restricted in its use or you are in jeopardy of missing business deadlines because of problems with a new application roll-out.
  • All users of an application receive an error when attempting to access a service

Severity 3

Some business impact: Indicates the program is usable with less significant features (not critical to operations) unavailable.
  • A client cannot connect to a server

Severity 4

Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made.
  • Documentation is incorrect
  • Additional documentation requested

IBM Support Community Resources

Enhancement Request Process

Visit the IBM RFE Community to collaborate with development teams and other product users through your ability to search, view, comment on, submit, and track product requests.

Additional Information

IBM Support Community Resources

The following video will assist new users getting started with the IBM Support Community: http://ibm.biz/SupportSG

Note: You will be asked to enter your IBMid.

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Document Information

Modified date:
29 August 2022

Document Number

ibm16525474

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