Product Support Details for IBM Cloudability
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 by using IBM Help Center at https://support.ibm.com.
- 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
Hours of Operation
Enterprise Support Availability 6AM to 6PM Monday through Friday in Customer's local time zone.
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 can 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.
|
Apptio Cloud Solutions Targeted Response Times
Below are the recommended methods of contact for each priority level, and the associated targeted response times. Response times depend on the priority level of the issue.
| Priority Level | Contact Method | Initial Response Time | Solution Definition |
|---|---|---|---|
| 1 (Critical) | Help Center | 8 hour |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 2 (High) | Help Center | 24 hours |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 3 (Medium) | Help Center | 48 hours |
• Issue is resolved
• Satisfactory workaround is provided
• Fix incorporated into future release
• Answer to question is provided
|
| 4 (Low) | Help Center | 72 hours |
• Answer to question is provided
• Enhancement request logged
|
Apptio Cloud MSP Provider Targeted Response Times
Below are the contact methods and targeted response times for Cloudability MSP Support. Response times depend on the priority level of the issue.
| Priority Level | Contact Method | Initial Response Time | Target Resolution Time | Solution Definition |
|---|---|---|---|---|
| 1 (Critical) | Help Center | 1 hour | On-going until solution is received |
• Issue is resolved
• Satisfactory workaround is provided
• Product patch is provided
• Fix incorporated into future release
|
| 2 (High) | Help Center | 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
|
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 or by 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: IBM Apptio Cloudability 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 Cloudability 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:
01 November 2024
Document Number
ibm17032143