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.

During these hours, all severities (1–4) are supported according to IBM’s standard response goals.

Off Shift Support
Off Shift hours include:
• Friday 8:00 PM – Sunday 8:00 PM (ET)
• Any hours outside the primary coverage window during weekdays
During Off Shift periods, support is available only for Severity 1 cases.
Important:
• Severity 1 is strictly reserved for production system down issues or extremely critical business impact situations.
• Customers must provide a clear business justification when declaring a Severity 1 case.
Off Shift support is delivered in English.

Off Shift Weekend/Holiday Support (Severity 1 Only)
For Severity 1 issues occurring between Friday 8:00 PM and Sunday 8:00 PM ET, the following process applies:
If you require support between the hours of Friday 8:00 PM and Sunday 8:00 PM US Eastern Time (and Christmas Day and New Years Day) for a Severity 1 case, the following steps are required:
• Log a new case using the IBM Support Community and set the Severity to 1. Provide as much detail as possible, including the business impact and confirm it is a production system issue.
Failure to follow this process results in no support during off-shift hours.