Requesting an Availability SLA Credit

Owned by CDS Administrator
Last updated: Apr 19, 2022
2 min read

Availability credits for unplanned production outages outside of the standard IBM Maximo and TRIRIGA SaaS Availability SLA of 99.9% can be requested. In order to request an Availability SLA credit, please submit a case in the IBM Support Portal that includes the below information. If you do not know how to create a case, please refer to the following link: How To Create A Case

Please Note:

  • Credits are available for Production environments only

  • Outages experienced during planned and/or emergency maintenance windows do not qualify

  • Case must be submitted within 3 business days of the outage experienced
    (For example, if an outage is experienced over a weekend, customer must submit the claim case by end of day the following Wednesday)

  • Credit requests are based on monthly calculation of downtime relative to a Production Availability SLA of 99.9% and the customer's monthly subscription cost

  • A separate case must be submitted for each outage being claimed

  • For reference, the 99.9% Availability SLA allows for approximately 8-9 hours a year (or 45 minutes a month) of unplanned production environment downtime.

The following information must be included in the case:

  • Customer Name
    For example: Acme, Inc.

  • Contact name and email address of the person requesting the credit

  • The production environment URL that was impacted
    For example: https://acme.maximo.com

  • Month and year of the outage
    For example: October 2021

  • Start date and time of the outage experienced, including timezone
    For example: Outage Start: 10-1-21 8:00AM AEDT

  • End date and time of the outage experienced, including timezone
    For example: Outage End: 10-1-21 11:00AM AEDT

  • Total outage minutes being claimed
    For example, a three (3) hour outage would be 60 minutes x 3 or 180 minutes

  • Case #'s of any cases related to the outage (Cases numbers are nine digits starting with ‘TS’)
    For example: TS000000000

Your case and claim will be reviewed by the IBM SRE team and the IBM Back Office. It will be responded to as soon as reasonably possible.

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