Planned Maintenance & Outage Calendar
The IBM SRE team is responsible for maintaining all Maximo and TRIRIGA SaaS environments to meet IBM’s internal IT Security Standard (ITSS) as well as comply with external ISO-2700x and SOC 1-2-3 guidelines. This requires ongoing maintenance and management of updates to all hardware, network, O/S, middleware and application layers. Environment maintenance is scheduled per a published Maintenance Calendar and managed using the IBM Client Communication Center (CCC) portal. This portal contains and publishes all maintenance notifications and related information to customers. Below is information on notifications and the types of maintenance typically performed by IBM.
Maintenance Notifications:
All planned maintenance notifications for IBM Maximo and TRIRIGA SaaS systems are published in the IBM Client Communication Center and are sent by email and/or RSS feed to all notification subscribers. You must be subscribed to in order to receive maintenance notifications by email.
Client Communications Center URL: https://status.ai-apps-comms.ibm.com/cds
Operating System Patching, Reboots, Kernel Updates
All server operating systems must be patched, updated and maintained to current release levels. This includes Red Hat Linux O/S kernel updates and Microsoft Windows Server updates. Both of these require rebooting of each server operating system in order to install and apply the updates and require an outage to complete.
Due to the nature of Microsoft Windows updates, server restarts are required after monthly operating system updates are applied. This primarily applies to Maximo Enhanced Access DEV Application Servers and other Microsoft Windows based systems. Note: CCC notifications for monthly Windows O/S reboots are not communicated.
Middleware Patching and Updates
IBM Maximo and TRIRIGA SaaS middleware (WebSphere, Database) must be maintained to current levels as patches are released. IBM SRE is responsible for maintaining current version levels of IBM WebSphere, DB2 and Oracle, depending on what is deployed in a given environment. These updates often necessitate restart of the middleware platform and usually require an outage to complete.
Hardware - VSI Migrations
IBM Cloud Server hardware is at times refreshed. Virtual Server Instances (VSI’s) can be re-assigned to newer hosts as older hardware is cycled out of data center(s). VSI migration involves moving a given virtual server to a new host and requires formal shutdown, migration and restart in order to execute.
IBM Maximo SaaS Application:
The IBM SRE operations team provisions all new systems within 2 feature packs of the most current Maximo product release, depending on compatibility with any Industry Solutions or Add-on components in the customer's subscription.
Feature packs / Fix packs can be implemented during the published maintenance windows above, but typically are performed per customer's preference.
IBM and the client are jointly responsible to ensure the latest Maximo application patches are applied to address potential security vulnerabilities or application product defects. Deferral of Maximo Feature Packs / Fix packs could impact IBM's ability to deliver the Cloud Service as described in the applicable Service Description and Cloud Services Agreement (CSA).
For further details please see Maximo Upgrade Process
IBM TRIRIGA SaaS Application:
The IBM SRE operations team provision all new systems at the most current platform and application release level.
Earlier Application release levels for TRIRIGA systems are allowed for TRIRIGA on Cloud customers in cases where they are migrating from on-premise, as long as they can run on the current platform release level.
TRIRIGA on Cloud customers are generally maintained within two (2) platform fix pack release behind the most current supported release level.
Platform Fix packs are implemented during the published maintenance windows above but can also be performed per customer preference.
Customers will receive advanced notification regarding details on when they will receive a given fix pack, typically 2-4 weeks prior to applying to a system and after general release.
Customers are responsible for performing and maintaining TRIRIGA Application upgrades (unless they have ordered as-shipped applications on-demand setup)
TRIRIGA on Cloud customers have flexibility regarding the target environment(s) and overall scheduling of fix pack implementation. Exceptions are handled on a case by case basis and may require business justification.
IBM and the client are jointly responsible to ensure the latest TRIRIGA platform and/or application patches are applied to address potential security vulnerabilities or application product defects. Any client deferrals of TRIRIGA platform/application upgrades or patches could impact IBM's ability to deliver the Cloud Service as described in the applicable Service Description and Cloud Services Agreement (CSA).
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