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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 requestedsrequested. In order to request an availability 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

NotesPlease Note:

  • Credits are available for Production environments only

  • Outages experienced during planned and/or emergency maintenance windows do not qualify

  • Case must be submitted within 3 business days of the outage experienced
    (For example, if an outage is experienced over a weekend, customer must submit the claim case by the following Wednesday)

  • Credit requests are based on monthly calculation of downtime relative to the Availability SLA of 99.9% and the customer's monthly subscription cost

  • A separate case must be submitted for each outage being claimed

  • For reference, the 99.9% Availability SLA allows for approximately 8-9 hours a year (or 45 minutes a month) of unplanned production environment downtime.

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