Product Support Details for IBM Security Randori
Product List
Supported Language
US English
Contact Information
Randori is now an IBM company.
As of October 1, 2023, IBM Security Randori support has moved to the IBM Support Site. Please use the IBM Support site when needing help with any IBM Security Randori product.
Please open cases via the IBM Support Community and review the IBM Support Guide for any questions you have around Support. For escalations, see the Randori: Support case escalations page.
Visit the IBM Directory of worldwide contacts, click your country, and use the phone number listed in the Technical Support section on the page.
For information concerning Service Levels, see the IBM Security Randori Service Description.
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.
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Standard Support |
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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.
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Severity |
Description |
Case Severity Response Goals |
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Severity 1 |
Business critical functionality is inoperable, or a critical interface has failed. This applies to a production environment and indicates an inability to access products or services resulting in a critical impact on operations. |
2 Hours |
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Severity 2 |
A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines. |
2 Business Hours |
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Severity 3 |
The product, service or functionality is usable, and the issue does not represent a significant impact on operations. |
2 Business Hours |
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Severity 4 |
An inquiry or non-technical request. |
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.
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.
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Document Information
Modified date:
01 October 2023
Document Number
ibm16621619