Incident Reports for Major Outages

An Incident Report is a formal IBM document that includes:

• A high level summary of what happened

• A timeline of significant activities that took place during the event in question

• A Root Cause Analysis (RCA)

• Current system status

• Follow up improvement actions

When is an Incident Report provided?

Incident reports are provided by the IBM SRE team for unplanned outages or disruptions to service occurring on production environments that affect multiple clients

How will customers receive the Incident Report?

The incident report will be available to affected customers on request via IBM SRE Support. Customers may also request the Incident Report by opening a new case.

What if a customer raises a case/ticket during an outage and asks for an Incident Report for the same Outage/Network Disruption?

This is perfectly fine. The IBM support case owner will tell them they can receive one, as per the above process.

Incident Report turn-around time     

An incident report can take up to 5 business days to complete. Some incident investigations may involve more than one IBM division such as IBM Cloud, Product Support or require details from an external vendor. In these cases, an interim incident report can be provided on a weekly or bi-weekly basis until the final incident report is completed (containing a final RCA).

What if a customer wants to request an SLA credit on their account?

SLA credits are described in section 3.1 of the Service Description for the product.
The process to request a credit is described here: Requesting an Availability SLA Credit