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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 CoordinatorIBM 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.
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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 here: Requesting an Availability SLA Credit