Requesting an Availability SLA Credit

Availability credits for unplanned production outages outside of the standard IBM Maximo and TRIRIGA SaaS Availability SLA of 99.9% can be requesteds. 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, 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.

The following information must be included in the case:

1. Customer Name
   For example: Acme, Inc.

2. Contact name and email address of the person requesting the credit

3. The production environment URL that was impacted

4. Month and year of the outage
   For example: October 2021

5. Start date and time of the outage experienced, including timezone
   For example: Outage Start: 10-1-21 8:00AM AEDT

6. End date and time of the outage experienced, including timezone
   For example: Outage End: 10-1-21 11:00AM AEDT

7. Total outage minutes being claimed
   For example, a three (3) hour outage would be 60 minutes x 3 or 180 minutes

8. Case #'s of any cases related to the outage (Cases numbers are nine digits starting with ‘TS’)
   For example: TS000000000

Please allow 10 business days for IBM to review the request and provide response / approval.