Requesting Off Hours & Weekend Support

Owned by CDS Administrator
Last updated: Oct 25, 2023
2 min read

IBM SRE team support can be arranged for customers during off hours or over the weekend for go live, cutover, or major production environment change efforts. Changes to non-production environments do not fall into this category and should be done during normal business hours. IBM requires advanced notice from customers for these type of events, as specific IBM SRE resources (DBA, Network, Firewall, Sys Admin) may be required. The type of support requested must be specifically defined by the customer, along with the date(s) of the request and expected duration. A minimum of two weeks advanced notice is recommended. For production go lives IBM recommends at least 4 weeks advanced notice. For additional information please reference Request Lead Times. The IBM SRE team will then work with the customer to negotiate a workable schedule. Requests for off hours or weekend support should be formally submitted in the form of an IBM Support Community case.

Off Shift Weekend/Holiday Support (Severity 1 Cases Only)

If you require support between the hours of Friday 8pm to Sunday 6pm US Eastern Time (and Christmas Day and New Years Day) for a Severity 1 case, the following steps are required:

  1. Log a new case using the IBM Support Community and set the Severity to 1 (only if not related to an existing Sev1). Provide as much detail as possible, including the business impact and confirm it is a production system issue.

  2. Call your local IBM Support Center (click here for IBM Directory of worldwide contacts) and request to speak to the duty engineer.

Failure to follow this process results in no support during off-shift hours.

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