Request Lead Times
IBM Maximo and TRIRIGA on Cloud - Request Lead Times
The following table lists the expected lead time for the IBM SRE team to complete certain types of tasks based on the initial case or service request response date. Lead times are approximate.
Note: This table can be downloaded. See the attachment at the bottom of this page.
Category | Task Description | Lead Time | Comments |
Database |
| ||
| Database backup request | 2 | Systems can be restored to specific points in time so typically not required. Click here for self-service backup information. |
| Database account configuration | 3 | All database access requests are submitted through the Access Management Tool within the Self Service Portal. |
| Integration schema setup and configuration | 5 |
|
| SQL Execution (Basic select or single row delete / update) | 1 | Select access can also be obtained by creating a database account using the Access Management Tool within the Self Service Portal. For TRIRIGA, select statements can also be executed within the Database Query Tool within the Admin Console. |
| SQL Execution (Scripts or other) | 5 | Scripts should be error free, and is subject for review by our internal teams. |
| Database backflow requests | 3 |
|
| Database restores | 3 | Click here for self-service backup & restore information. |
| Upgrades and patching | 5 |
|
Application Server |
| ||
| Application Server restarts | 1 |
|
| Application property file or configuration change | 2 |
|
| WebSphere EAR/WAR deployment, Rebuild & Redeploy | 2-3 |
|
| WebSphere configuration changes | 3 |
|
| WebSphere certificate, SSL configuration changes | 2 |
|
| Single Sign On Configuration | 10 | Applies to SAML 2.0 Authentication configurations only |
| LDAP Authentication (Maximo) | 5 | Assumes site-to-site VPN tunnel and NATing / Rules have been configured |
Application Changes |
| ||
| Maximo ConfigDB request | 2 |
|
| Client branding logo and images | 5 |
|
| Anywhere install | 7 |
|
| Maximo Industry Solutions or Add-on installs | 5 |
|
| Maximo patches | 5 |
|
| TRIRIGA Platform upgrades | 10 | Lead time can vary depending size and complexity of environment and after review/consultation with IBM SRE and coordination with client |
| TRIRIGA Application upgrades | N/A | Not performed by IBM SRE Team. Please inform the IBM SRE Team of application upgrades dates for awareness. |
| Maximo Technical upgrade (major version) | 20 | Lead time can vary depending size and complexity of environment and after review/consultation with IBM SRE and coordination with client |
| Maximo Technical upgrade (minor version) | 5-10 | Lead time can vary depending size and complexity of environment and after review/consultation with IBM SRE and coordination with client |
| Deploy a custom class file or other code | 3 |
|
| Language Installs | 3 | For TRIRIGA, this is not performed by the IBM SRE Team and is performed by the customer. |
| TRIRIGA BIRT or Process server configuration | 5 |
|
| Maximo cluster configuration | 5 |
|
Access Requests |
| ||
| RDC Access Requests | 2 | New or changes. Applies to Maximo SaaS Flex Enhanced Access DEV accounts only |
| SFTP Account Requests | 5 | Includes new or changes to directory permissions. All SFTP access requests are submitted through the Access Management Tool in the Self Service Portal. |
| VPN Client Access Requests | 2 | New or changes. Applies to Maximo SaaS Flex OpenVPN accounts only |
Networking or Firewall |
| ||
| Development environment local firewall change | 2 | Applies to Maximo Enhanced Access (DEV) Windows environments only |
| New site-to-site VPN tunnel configuration | 15 | Completed VPN request form is prerequisite to define tunnel configuration and firewall/NAT rules |
Infrastructure Changes |
| ||
| System resource increases (CPU, Memory, Disk) - Virtual Servers | 4 |
|
| System resource increases (CPU, Memory, Disk) - Bare Metal Servers | 8 |
|
Custom Requests |
| ||
| Installation of add-ons or 3rd party software - confirm license entitlements | 10 | Technical and security review required for 3rdparty Maximo and TRIRIGA applications, along with license entitlement confirmation |
| Scheduling system level jobs/crons | 15 | Custom task, requirements review required |
| Client initiated penetration or vulnerability tests | 5 | Requires prior agreement / review / approval from IBM / SRE Security Team |
| Other | 20 | Require technical and security review - not all requests can be supported in SaaS |
Provisioning |
| ||
| TRIRIGA | 10 | Per environment once order released for provisioning |
| Maximo | 3 | Per environment once order released for provisioning |
| Anywhere | 5 | Per environment once order released for provisioning |
| Enhanced Disaster Recovery | 20 | Per environment once order released for provisioning |
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