Service Descriptions and SLA
IBM Service Descriptions for Maximo and TRIRIGA cloud based services are provided in the links below.
Service Level Agreements (SLA) for Maximo and TRIRIGA on Cloud are described in Section 3 of the service description document.
SLA Summary for Maximo and TRIRIGA on Cloud Services:
99.9 % Availability (production)
SLA does not include planned or emergency maintenance windows. For details on the maintenance window schedule, see Planned Maintenance & Outage Calendar
SLA applies to production environments only
Availability credits for availability of less than 99.9%
For further details click on the link(s) below.
Service Description for Maximo SaaS Flex:
https://www.ibm.com/support/customer/csol/terms/?ref=i126-6391-13-07-2020-zz-en
Service Description for TRIRIGA SaaS:
https://www.ibm.com/support/customer/csol/terms/?ref=i126-6781-18-04-2021-zz-en
Overage Processing
The IBM SRE team does not automatically charge customers for overages. For further information on how overages are handled, click on the Attachments at the bottom of this page.
Maximo SaaS customers can monitor usage using the License Usage Monitor application.
TRIRIGA SaaS customers can monitor usage using TRIRIGA's concurrent license agent and associated reports. Further details can be found here:
Termination
SaaS contract termination is described in the IBM Cloud Services Agreement under section 7. Upon SaaS contract termination, IBM SRE can provide the artifacts below to customers on a per-request basis. They must be requested prior to the contract termination date through an IBM case ticket.
Maximo & TRIRIGA:
Unencrypted native export of the Maximo or TRIRIGA database from the customer's current SaaS database platform (DB2 or Oracle)
Maximo:
Copies of all Maximo customizations (class files)
(a subset of the maximo/application/maximo/businessobjects/classes directory or maximo/applications/maximouiweb (or meaweb, etc.) directories)a zip file of attachments in doclinks directory.
Artifacts are typically provided electronically via SFTP download from the customer's production environment. Other environments (TEST, DEV) can be provided if requested. There is no additional cost for this as long as the customer is still currently under contract. Customer environment artifacts may no longer be available after the SaaS contract expires.
Support Handbook:
https://www.ibm.com/software/support/support_guide.html
Other:
IBM Data Security and Privacy Principles (DSP): http://www.ibm.com/software/sla/sladb.nsf/sla/dsp/
IBM Data Processing Addendum: https://www.ibm.com/support/customer/csol/terms/?cat=dpa
IBM Cloud Services Agreement (CSA): https://www.ibm.com/support/customer/csol/contractexplorer/cloud/csa/
Maximo Datasheet: https://www.ibm.com/software/reports/compatibility/clarity-reports/report/html/softwareReqsForProduct?deliverableId=91E58490BC4911E499F1528B5A128231
Tririga Datasheet: https://www.ibm.com/software/reports/compatibility/clarity-reports/report/html/softwareReqsForProduct?deliverableId=1410822896601
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