Product Support Details for IBM Apptio
Product List
Supported Language
US English
Contact Information
Apptio is an IBM Company
The Support Terms on this page apply to customers who are on a Legacy Apptio service agreement.
Apptio encourages customers to contact us through he IBM Help Center at https://support.ibm.com , but for critical issues, contact us by phone.
- Web Help Center: https://support.ibm.com
Log in with your IBMid. If you do not have an IBMid, you can create one here: https://www.ibm.com/account/reg/us-en/signup?formid=urx-19776
-
Phone: See https://www.ibm.com/support/pages/node/7174438 for Support phone numbers
Enterprise Support Availability 6AM to 6PM Monday through Friday in Customer's local time zone. Premier Support Availability is 24 hours a day, 7 days a week.
Premier Apptio for US Federal customers are subject to Enterprise Support Availability, but retain all other features of Premier Support.
Customer Support Program Features
|
Feature
|
Enterprise
|
Premier
|
|---|---|---|
| Named users who may submit cases | 2 | 5 |
| Answer questions concerning usage issues related to specific features, options and configurations | X | X |
| Provide initial and high level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of reporting, analysis, or functionality in connection with Priority 1-4 errors. | X | X |
| Isolate, document, and find alternative solutions for reported software defects. | X | X |
| Work with Apptio operations, product, and software development teams, and QA staff to submit change requests, enhancement requests, and provide defect fixes for the Apptio Subscription Services as necessary. | X | X |
| Address customer concerns with online or printed documentation, providing additional examples or explanation for concepts requiring clarification. | X | X |
| Access to online release notes for product updates. | X | X |
| Access to Apptio’s online library of support webinars and knowledge base. | X | X |
| Access to Apptio’s customer community forums to collaborate with fellow Apptio customers. | X | X |
| Preferred Status for Upgrades and Escalations | X | |
| Enhanced Support Hours (Premier Support Availability) | X | |
| Enhanced Support Response Times (Premier Support Targeted Response Times) | X |
Severity Definitions
Issues are categorized and handled according to an assigned priority level. The case severity level is selected by the Designated Contact at time of case submission, and may be updated by Apptio upon initial investigation, as follows:
| Priority Level | Description |
|---|---|
| 1(Critical) |
Emergency Issue
Full or partial system outage, significant performance degradation, or a condition caused by the Apptio software that creates data integrity issues making the product unusable or unavailable for all users in production.
|
| 2 (High) |
Significant Business Impact
A condition caused by the Apptio software where major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality.
|
| 3(Medium) |
Minor Feature / Function Issue
A component of Apptio is not performing as expected or documented. System performance issue or bug.
|
| 4 (Low) |
Minor Problem / Enhancement Request
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug; enhancement request.
|
Enterprise Customer Support Targeted Response Times
Below are the recommended methods of contact for each priority level, and the associated targeted response times, for Enterprise Support. Response times depend on the priority level of the issue and Apptio will use commercially reasonable efforts to meet the target resolution time.
|
Priority Level
|
Contact Method
|
Initial Response Time
|
Target Resolution Time
|
Solution Definition
|
|---|---|---|---|---|
| 1 (Critical) | Help Center then Phone (if needed) | 1 hour | On-going assistance until solution is received |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 2 (High) | Help Center then Phone (if needed) | 4 business hours | 5 business days |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 3 (Medium) | Help Center | 1 business day | 10 business days |
• Issue is resolved
• Satisfactory workaround is provided
• Fix incorporated into future release
• Answer to question is provided
|
| 4 (Low) | Help Center | 2 business days | 10 business days |
• Answer to question is provided
• Enhancement request logged
|
Premier Customer Support Targeted Response Times
Premier Support includes the Enterprise Customer Support terms (including the same priority level definitions), plus the following enhanced support terms:
Response times depend on the priority level of the issue and Apptio will use commercially reasonable efforts to meet the target resolution time.
|
Priority Level
|
Contact Method
|
Initial Response Time
|
Target Resolution Time
|
Solution Definition
|
|---|---|---|---|---|
| 1 (Critical) | Help Center then Phone (if needed) | 30 minutes | On-going assistance until solution is received |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 2 (High) | Help Center then Phone (if needed) | 2 hours | 5 business days |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 3 (Medium) | Help Center | 12 hours | 10 business days |
• Issue is resolved
• Satisfactory workaround is provided
• Fix incorporated into future release
• Answer to question is provided
|
| 4 (Low) | Help Center | 24 hours | 10 business days |
• Answer to question is provided
• Enhancement request logged
|
Premier Apptio for US Federal customers are subject to Enterprise Support Availability, but retain all other features of Premier Support.
Escalation Process
If the normal support process does not produce the desired results, or if the problem has changed in priority, the problem can be escalated as follows:
- Escalation management is provided by the Apptio support management team, which consists of a Lead, Sr. Manager and Sr. Director. Technical escalations are provided by Technical Support Engineer, Senior Technical Support Engineer and Principal Support Engineer.
- At any time during a Support case lifecycle, Subscriber can request an escalation through the case itself, calling the toll free support line, or contacting their Account Manager or Customer Success Manager where applicable.
- For account or management escalations, a member of the Apptio Support management team will contact you to discuss the case and develop a plan for the escalation.
- For technical escalations, the Support Engineer will confer with a senior member of the Apptio Support team and hand off the case to that senior Support Engineer as well as introducing them to Subscriber.
Case Handling
As part of a “follow the sun” support model designed to help ensure the proper functioning of and improvement to the Apptio Services, Apptio Customer Support Offerings are provided by personnel located around the world. NOTE: Apptio for US Federal customers are excluded from this “follow the sun” support model. However, phone support may be provided by any of our global support personnel. Apptio for US Federal customers using phone support must clearly identify themselves and ask to be transferred to a U.S. support person prior to discussion of incident details.
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Document Information
Modified date:
19 June 2025
Document Number
ibm17032142