Product Support Details for IBM Security ReaQta
Product List
Supported Language
Japanese, US English
Contact Information
ReaQta is now an IBM company.
For Legacy ReaQta Customers only:
- Please see the Support Expectations given below for Hours, & Severity.
- As of November 1st, 2022, IBM ReaQta Support has moved from email Support to the IBM Support Site. Please use the IBM Support site when needing help with your ReaQta Products. Refer to the "Clients with pre-existing ReaQta contracts must migrate to IBM Support Site" Technote for details on creating an IBMid and associating it with your company's ICN so as to allow you to open cases on the IBM Support Site.
- For Escalations; Call the ReaQta Duty Manager
For IBM ReaQta as a Service Customers only:
- For IBM Reaqta as a Service customers, please open cases via the IBM Support Community and review the IBM Support Guide for any questions you have around Support.
- For information concerning Service Levels see the “IBM Security ReaQta as a Service” Service Description
- Visit the IBM Directory of worldwide contacts, click your country, and use the phone number listed in the Technical Support section on the page.
- For Escalations; see the ReaQta: Support case escalations page.
Hours of Operation
ReaQta Support is available during Business Hours only, Monday – Friday.
IBM Support business hours reflect normal country business hours in your time zone. For example, 8:00 AM to 5:00 PM in North America or 9:00 AM to 6:00 PM in some parts of Asia and Europe, Monday through Friday, excluding national or statutory holidays
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Standard Support |
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Support audience |
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Support availability |
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Language Support |
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Severity Definitions
IBM will use commercially reasonable efforts to respond to cases raised by your authorized contacts within the criteria specified for your offering. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to resolve your request. Be sure you and your support professional agree on what the next action is and when the next checkpoint will be.
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Severity |
Description |
Case Severity Response Goals |
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Severity 1 |
Business critical functionality is inoperable, or a critical interface has failed. This applies to a production environment and indicates an inability to access products or services resulting in a critical impact on operations. |
2 Hours |
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Severity 2 |
A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines. |
2 Business Hours |
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Severity 3 |
The product, service or functionality is usable, and the issue does not represent a significant impact on operations. |
2 Business Hours |
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Severity 4 |
An inquiry or non-technical request. |
2 Business Hours |
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Document Information
Modified date:
31 October 2022
Document Number
ibm16563297