Availability credits for unplanned production outages outside of the standard IBM Maximo and TRIRIGA SaaS Availability SLA of 99.9% can be claimed. 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
Notes:
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 the following Wednesday)Credit requests are based on monthly calculation of downtime relative to the 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
Month and year of the outage
For example: October 2021Start date and time of the outage experienced, including timezone
For example: Outage Start: 10-1-21 8:00AM AEDTEnd date and time of the outage experienced, including timezone
For example: Outage End: 10-1-21 11:00AM AEDTTotal outage minutes being claimed
For example, a three (3) hour outage would be 60 minutes x 3 or 180 minutesCase #'s of any cases related to the outage (Cases numbers are nine digits starting with ‘TS’)
For example: TS000000000