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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Incident reports are provided by the CDS IBM SRE team for unplanned outages or disruptions to service occurring on production environments that affect multiple clients
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The incident report will be available to affected customers on request via the Client Co-ordinatorIBM SRE Support. Customers may also request the Incident Report by opening a new case.
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This is perfectly fine. The CDS IBM support case owner (or client coordinator) will tell them they can receive one, as per the above process.
Incident Report turn-around time
An initial 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 will 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 Guidehere: Requesting an Availability SLA Credit