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https://ibm.com/www.ibm.com/software/sla/sladb.nsf
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http://www-03.ibm.com/software/sla/sladb.nsf/sla/software_policies/
Software policies. Backup use policies. The following documents define the 'backup use' policy effective February 2003 for IBM software licensed under the indicated type of agreement. IBM Customer Agreement (ICA) IBM International Program License Agreement (IPLA) Temporary additional use policy
https://www.ibm.com/support/knowledgecenter/en/SSWT9A_7.5.0/com.ibm.tusc.doc/ticket/slas.html
A service level agreement (SLA) defines the agreement and formal commitments between a service provider and a customer. The agreement documents the service to be provided or received, the agreed upon service levels for the service, and the means of measuring or quantifying the level of service.
http://www-01.ibm.com/support/docview.wss?uid=swg21008108
Is there an SLA (Service Level Agreement) regarding PMR response time by IBM? ... as needed. However, it is equally important that you communicate to the IBM Support representative the impact of a problem. ... System z) software products, IBM's response objectives continue to be based upon the severity of the request. The following table ...
http://www-03.ibm.com/software/sla/sladb.nsf/pdf/7669-05/$file/i126-7669-05_11-2018_en_US.pdf
IBM provides Client with the following availability service level agreement (SLA). IBM will apply the highest applicable compensation based on the cumulative availability of the Cloud Service as shown in
https://www.ibm.com/support/knowledgecenter/en/SSD29G_2.0.0/com.ibm.swg.ba.cognos.tm1_cloud_mg.2.0.0.doc/c_tm1_cloud_support_sla.html
A support ticket claim for failure to meet an SLA must be submitted within three business days after the end of the contracted month. Compensation for a valid SLA claim will be a credit against a future invoice for the Cloud Service based on the duration of time during which production system processing for the Cloud Service is not available (“Downtime”).
https://www.ibm.com/software/passportadvantage/software_subscription_support_ov.html
A comprehensive product upgrade and Technical Support solution, IBM Software Subscription and Support, available through IBM Passport Advantage® and Passport Advantage Express, delivers: download access to fixes, feature packs, new releases and new versions of your licensed software —via Passport Advantage Online.
https://www.ibm.com/software/passportadvantage/remote_technical_support.html
Technical Support is an integral benefit of IBM Software Subscription and Support. It offers personalized, proactive, pre-emptive, predictive--- smart support. IBM Support for always on help answers to deployment, migration, troubleshooting and code questions access to Knowledge Centers, forums, Redbooks, Technotes and tools
http://www-01.ibm.com/support/docview.wss?uid=swg27014717
Abstract. Subscription and Support Program Overviews and Governing Documents: IBM Cognos customers find themselves in one of four categories: 1. If you are a direct IBM Cognos Subscription and Support customer, who has migrated from IBM Cognos Standard Support to either IBM's Passport Advantage (PA) or IBM's Passport Advantage Express (PAE), please refer to the IBM Software Support …
https://www-03.ibm.com/software/sla/sladb.nsf/pdf/ipla/$file/ipla_en.pdf
International Program License Agreement Part 1 – General Terms BY DOWNLOADING, INSTALLING, COPYING, ACCESSING, CLICKING ON AN ″ACCEPT″ BUTTON, OR …
http://www-03.ibm.com/software/sla/sladb.nsf/sla/software_policies/
Software policies. Backup use policies. The following documents define the 'backup use' policy effective February 2003 for IBM software licensed under the indicated type of agreement. IBM Customer Agreement (ICA) IBM International Program License Agreement (IPLA) Temporary additional use policy
https://www-03.ibm.com/software/sla/sladb.nsf/pdf/policies/$file/Z125-6011-04_en.pdf
International Agreement for Acquisition of Software Maintenance Part 1 – General Terms This IBM International Agreement for Acquisition of Software Maintenance (called the ″Agreement″) governs Customer’s acquisition of IBM software maintenance (″Software Maintenance″), which may also be referred to as subscription and support (″S ...
http://www-03.ibm.com/software/sla/sladb.nsf/pdf/7669-05/$file/i126-7669-05_11-2018_en_US.pdf
IBM provides Client with the following availability service level agreement (SLA). IBM will apply the highest applicable compensation based on the cumulative availability of the Cloud Service as shown in
https://developer.ibm.com/answers/questions/430266/support-sla-windows/
Someone from IBM, can you please provide the SLA for support tickets being acknowledged after opening them? I'd like to know what to expect by severity level so I can know what is reasonable before I start asking support management for assistance.
https://www-03.ibm.com/software/sla/sladb.nsf/pdf/5948-08/$file/i126-5948-08_06-2019_en_US.pdf
in the environment of Client's choice as well as software as a service functions provided in an IBM cloud environment. Programs, Support, and Program updates are provided in accordance with the Agreement and the section titled "Programs and IBM Software Subscription and Support" of the IBM …
https://www-03.ibm.com/software/sla/sladb.nsf/pdf/6388-02/$file/i126-6388-02_03-2014_en_US.pdf
IBM support staff use two–f actor authentication to an intermediate “gateway” ... Modifications to operating system resources and application software are governed by IBM’s change management process. Changes to firewall rules are also governed by the change management process ... (“SLA”) for the Cloud Service, after IBM makes the ...
https://www-01.ibm.com/common/ssi/ShowDoc.wss?docURL=/common/ssi/rep_ca/3/877/ENUSZP14-0493/index.html
IBM includes one year of Software Subscription and Support (also referred to as Software Maintenance) with the initial license acquisition of each program acquired. The initial period of Software Subscription and Support (also referred to as Software Maintenance) can be extended by the purchase of a renewal option, if available.
http://www-01.ibm.com/support/docview.wss?uid=swg27014717
Abstract. Subscription and Support Program Overviews and Governing Documents: IBM Cognos customers find themselves in one of four categories: 1. If you are a direct IBM Cognos Subscription and Support customer, who has migrated from IBM Cognos Standard Support to either IBM's Passport Advantage (PA) or IBM's Passport Advantage Express (PAE), please refer to the IBM Software Support …
https://seqlegal.com/blog/software-support-slas
Whilst the entirety of a software support contract will sometimes be referred to as "an SLA", I think it is useful to maintain the distinction between software support SLAs and software support contracts, with the former forming just one part – albeit an important part – of the latter.
https://www.qualys.com/support/sla/
Changes to Support. Qualys reserves the right to modify this Cloud Services Support Policy at any time upon thirty (30) days notice to Customer provided that Qualys shall not materially reduce the service levels stated in this Cloud Services Support Policy. Such notice may be provided by email or by posting the revised terms on Qualys’ website.
http://www-01.ibm.com/support/docview.wss?uid=swg21616144
This document contains links to IBM Electronic Support resources, Product Documentation, the Security Intelligence Forum and other useful information that will help you to utilize IBM effectively when you need support for your QRadar software and appliances. Please bookmark this …
https://www-03.ibm.com/software/sla/sladb.nsf/pdf/7765-06/$file/i126-7765-06_03-2019_en_US.pdf
3. Service Levels and Technical Support 3.1 Service Level Agreement IBM provides the Client with the following availability service level agreement (SLA). IBM will apply the highest applicable compensation based on the cumulative availability of the Cloud Service as shown in the table below.
http://www-03.ibm.com/software/sla/sladb.nsf/pdf/7669-05/$file/i126-7669-05_11-2018_es_ES.pdf
1.2.3 IBM SPSS Statistics Subscription, Forecasting and Decision Trees Este servicio de Cloud agrega predicciones, árboles de decisión, redes neuronales y prestaciones de marketing directo a la …
https://ibmsystemsmag.com/IBM-Z/06/2019/slas-simplify-support
The best decision is one that all parties support, which will no doubt require some give and take, but the result will be a team effort strong enough to overcome the rough spots that will inevitably occur. ... such as creating a full- or part-time administrative position to manage the SLA and interface to the SLA vendor. Software may be needed ...
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