An Incident Report is a formal IBM document that includes:
A high level summary of what happened
A timeline of significant activities that took place during the event in question
A Root Cause Analysis (RCA)
Current system status
Follow up improvement actions
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An incident report can take up to 5 business days to complete. Some incident investigations may involve several more than one IBM divisions division such as IBM Cloud, Product Support or require details from an external vendor. In these cases, an interim incident report can be provided on a weekly or bi-weekly basis until the final incident report is completed (containing a final RCA).
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SLA credits are described in section 3.1 of the Service Description for the product. The process to request a credit is described in the IBM Cloud Services Support Guide