IBM Support

IBM Maximo Asset Management

Product Support Details for IBM Maximo Asset Management

Product List

Supported Language

US English

Hours of Operation

Support Center Hours (IBM prime shift business hours)
IBM Support Center hours cover the prevailing business hours in the country where your product is licensed and/or your contract is registered.
 
Off Shift Support
Off Shift hours are defined as all other hours outside of normal country business hours.  During Off Shift hours, we make reasonable efforts to respond within two hours to customer critical problems (Severity 1).  Off Shift support is provided in English.  However, we try to accommodate local language where possible.
 
Off Shift Weekend/Holiday Support (Severity 1 Only)
If you require support between the hours of Friday 8pm to Sunday 6pm US Eastern Time (and Christmas Day and New Years Day) for a Severity 1 case, the following steps are required:
  1. Log a new case by using the IBM Support Community and set the Severity to 1 (only if not related to an existing SEV1). Provide as much detail as possible, including the business impact and confirm it is a production system issue.
  2. Call your local IBM Support Center (IBM Directory of worldwide contacts) to request a duty engineer callback.
Failure to follow this process results in no support during off-shift hours.

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Document Information

Modified date:
15 August 2024

Document Number

ibm16439901

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