Product Documentation
Abstract
An overview of AIX Support Severity 1 roles, responsibilities, and expectations
Content
IBM "Severity 1: System Down" cases are handled with high focus urgency to restore your environment to an operational state.
Per the IBM Support Guide, a "Severity 1: System Down" rating indicates that a business critical functionality is inoperable or a critical interface has failed. This usually applies to a production environment and indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution. This severity requires 24x7 engagement between IBM and our clients until a "System Down" issue is resolved, or the severity is reduced.
Many people, including executives, actively track the progress of "System Down" cases around the clock. Cases are generally reassigned around the globe to ensure uninterrupted support. If your production system is not down, or you don't have someone available to remain engaged 24x7 with IBM support, the severity will be lowered to 2, so other technical teams do not call you 24x7.
If your situation changes, you can raise the severity back to 1 and request a callback.
- Visit the IBM Support Community for electronic support.
- Refer to the Directory of worldwide contacts for telephone support.
A severity 2 case is handled as a critical impact for our clients; the difference being that we engage with you during your available business hours. If you ever believe the response time is not acceptable during those business hours, you can request an AIX duty manager, who will engage the appropriate resources, even if the case is not rated Severity 1.
See the escalation process on the IBM Support Guide:
Related Information
Document Location
Worldwide
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Document Information
Modified date:
01 September 2020
UID
ibm11073394