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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 end of day the following Wednesday)Credit requests are based on monthly calculation of downtime relative to the a Production 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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Customer Name
For example: Acme, Inc.Contact name and email address of the person requesting the credit
The production environment URL that was impacted
For example: https://acme.maximo.comMonth and year of the outage
For example: October 2021Start date and time of the outage experienced, including timezone
For example: Outage Start: 10-1-21 8:00AM AEDTEnd date and time of the outage experienced, including timezone
For example: Outage End: 10-1-21 11:00AM AEDTTotal outage minutes being claimed
For example, a three (3) hour outage would be 60 minutes x 3 or 180 minutesCase #'s of any cases related to the outage (Cases numbers are nine digits starting with ‘TS’)
For example: TS000000000
Your case and claim will be reviewed by the IBM Cloud Delivery Services SRE team and the IBM Back Office. It will be responded to as soon as reasonably possible.