IBM Support

IBM Envizi ESG Suite

Product Support Details for IBM Envizi ESG Suite

Product List

Supported Language

US English

Contact Information

Visit the IBM Directory of worldwide contacts, click your country, and use the phone number listed in the Technical Support section on the page.

Hours of Operation

IBM Support business hours reflect normal country business hours in your time zone. For example, 8:00 AM to 5:00 PM in North America or 9:00 AM to 6:00 PM in some parts of Asia and Europe, Monday through Friday, excluding national or statutory holidays. Off shift hours (for eligible offerings with 24x7 response) are defined as all other hours outside of normal country business hours.

Visit the IBM Support Guide for more details.

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.
Guidance on Severity definitions can be found here.
Responsiveness goals:
 
Severity 1 incidents:           2 hours, 24x7
All other severities:             2 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.

Maintenance Schedule

The IBM Envizi ESG Suite Service is unavailable weekly from 23:00 Saturday to 5:00 Sunday GMT for scheduled maintenance.

Additional Information

Until publishing of the product documentation in the IBM Knowledge Center is complete customers who purchased IBM Envizi ESG Suite can access the product documentation https://www.ibm.com/docs/en/envizi-esg-suite.

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Document Information

Modified date:
07 August 2025

Document Number

ibm16553636

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