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Availability credits for unplanned production outages outside of the standard IBM Maximo and TRIRIGA SaaS Availability SLA of 99.9% can be claimedrequesteds. In order to request an availability SLA credit, please submit a case in the IBM Support Portal that includes the below information. If you do not know how to create a case, please refer to the following link: How To Create A Case

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1. Customer Name
   For example: Acme, Inc.

2. Contact name and email address of the person requesting the credit

3. The production environment URL that was impacted

4. Month and year of the outage
   For example: October 2021

5. Start date and time of the outage experienced, including timezone
   For example: Outage Start: 10-1-21 8:00AM AEDT

6. End date and time of the outage experienced, including timezone
   For example: Outage End: 10-1-21 11:00AM AEDT

7. Total outage minutes being claimed
   For example, a three (3) hour outage would be 60 minutes x 3 or 180 minutes

8. Case #'s of any cases related to the outage (Cases numbers are nine digits starting with ‘TS’)
   For example: TS000000000

Please allow 10 business days for IBM to review the request and provide response / approval.