General Page
Contact Information
Environmental Intelligence Suite (EIS) Support - Obtaining Support Assistance for Environmental Intelligence Suite:
** Directions for accessing the IBM Support Portal: ** Using the IBM Support Portal requires an IBM-ID. If you do not have an IBM-ID, you can signup for one here: https://www.ibm.com/account/us-en/signup/register.html.
** To OPEN A NEW CASE: ** For assistance with either IBM Environmental Intelligence Suite (EIS), please visit the CSP at: https://www.ibm.com/mysupport/, login and select "Open a Case" under the "Cases" menu above. When opening a case for EIS issue, please select "Environmental Intelligence Suite" in the "Product" field. Provide all details of your problem in the description field, after the case is saved as opened attached your screenshots to the case.
** Additional information on using the IBM Support Portal **
** Directions for accessing the IBM Support Portal: **
- Go to https://www.ibm.com/mysupport/
- Using the IBM Support Portal requires an IBM-ID. If you do not have an IBM ID, you can signup for one here: https://www.ibm.com/account/us-en/signup/register.html
** Steps for opening cases on the IBM Support Portal: **
** Getting Assistance or help with your IBMid: **
- If you're having trouble logging in or need to reset your IBMid Password. You may reset your IBMid password here. Enter your IBMid to reset your password and follow the instructions.
- If you are experiencing a problem with the support portal (such as a login issue, etc.) you can request assistance by emailing mysphelp@us.ibm.com
- If you need additional help? Please Contact the IBMid worldwide help desk here.
Severity Definitions
Severity
Severity 1: Critical Impact/System Down: Business-critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.
Examples:
- Company Website is down affecting all users.
- A production server is down.
Severity 2: Significant business impact: A software component is severely restricted in its use, or you are in jeopardy of missing business deadlines because of problems with a new application roll-out.
Example:
- All users of an application receive an error when attempting to access a service.
Severity 3: Some business impact: Indicates the program is usable with less significant features (not critical to operations) unavailable.
Example:
- A client cannot connect to a server.
Severity 4: Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made.
Examples:
- Documentation is incorrect.
- Additional documentation requested.
Hours of operation
Support outside of business hours is available only for Severity 1 Cases (System Down issues) 24x7x365 . Customer must be
available for contact 24x7 in this event. No other support requests will be accepted outside of business hours.
If support is required after Customer business hours, then the Case should be raised to Severity 1. That customer must also be
available for contact 24x7 in this event.
To request After Hours Support, open a Severity 1 case via the IBM Support Portal (https://www.ibm.com/mysupport/s).
Hours of Operation (OPHRS)
Monday 8:00 am ET - Monday 5:00 pm ET
Tuesday 8:00 am ET - Tuesday 5:00 pm ET
Wednesday 8:00 am ET - Wednesday 5:00 pm ET
Thursday 8:00 am ET - Thursday 5:00 pm ET
Friday 8:00 am ET - Friday 5:00 pm ET
Escalation Process
The escalation process is accessed by customers via an update to an Open Case with your escalation details in the Environmental Intelligence Suite support portal. As your support case progresses, if you feel the appropriate level of focus is not being provided, you can escalate the case by clicking the "Escalate Case" button. This will notify the Support team 24x7x365, who will respond accordingly.
Additional Information
Some functions, features, or components of the Cloud Service are early release or preview technology and may be identified within the Cloud Service as "Beta" ("Beta Functions"). These Beta Functions may be used as part of the Client's permitted use of the Cloud Service, subject to the limitations and conditions of this section. Use of Beta Functions is at the Client's own risk and provided without obligation of support of any kind. Beta Functions are provided "AS IS", WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE WARRANTY OF TITLE, NON-INFRINGEMENT OR NON-INTERFERENCE AND ANY IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Beta Functions may not be made generally available by IBM as or in any product or offering. IBM may withdraw or terminate access to Beta Functions at any time, without notice. The client should take precautions to avoid any loss of data that might result when the Beta Functions can no longer be used. Any feedback or suggestions regarding the Beta Functions provided by Client to IBM may be freely used, copied, modified, and incorporated in the development, distribution, deployment, and sale of IBM's products and services.
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Document Information
Modified date:
13 January 2025
UID
ibm17001247