System Down (Sev 1) Support
System Down (Severity 1) support is available 24x7 for production IBM on Cloud environments. For production outages or sev1 incidents, please open a Severity 1 support case through the IBM Support Community using the option for “Application Unavailable - Severity 1” or specify "Severity 1" in the case description where you require assistance from the IBM SRE team. Before submitting the case please ensure that you have done some initial checks to confirm that it is in fact a severity 1 issue. This could include the following typical checks:
· That the issue relates to multiple users and is not specific to one individual
· That the issue is repeatable across more than one individual
· That it is not an internal network issue (you reach other public websites)
Submitting a severity 1 case outside of normal business hours will initiate the SRE pager duty system. The IBM SRE team will acknowledge and update tickets through the IBM Support Community.
For further information, please see the Operations & Support section.
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