Availability credits for unplanned production outages outside of the standard IBM Maximo and TRIRIGA SaaS Availability SLA of 99.9% can be claimed. 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
Notes:
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, you 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
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.
The following information must be included in the case:
Customer Name
Contact name and email address of the person requesting the credit
The production environment URL that was impacted
Month and year of the outage (for example October 2021)
Start 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 minutes)Case #'s of any cases related to the outage (Cases numbers are nine digits starting with ‘TS’)