Issue Management. Response time SLA Application technical support Root cause analysis Manage IBM PMR process Escalation through IBM channels Application user questions Supported hours 09:00-17:00 (GMT) 07:00-19:00 (GMT) 07:00-19:00 (GMT) Supported days Monday to Friday Monday to Sunday Monday to Sunday Web portal Email Onboarding review Telephone Monthly status reporting Quarterly service review Annual application audit Application monitoring IBM issue/patch notifications Best-practice tips & techniques Application housekeeping Software patching Transition of new application Consulting days included 0 12 24 Included in tier Excluded from tier
Appears in 1 contract
Sources: Support Agreement
Issue Management. Response time SLA Application technical support Root cause analysis Manage IBM PMR process Escalation through IBM channels Application user questions Supported hours 09:00-17:00 (GMT) 07:00-19:00 (GMT) 07:00-19:00 (GMT) Supported days Monday to Friday Monday to Sunday Monday to Sunday Web portal Email Telephone Onboarding review Telephone Monthly status reporting Quarterly service review Annual application audit Application monitoring IBM issue/patch notifications Best-practice tips & techniques IBM issue/patch notifications Application housekeeping Software patching Transition of new application Consulting days included 0 12 24 Included in tier Excluded from tier
Appears in 1 contract