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http://www-01.ibm.com/support/docview.wss?uid=swg21008108
Is there an SLA (Service Level Agreement) between customers and IBM® regarding how long IBM takes to respond to and close PMRs? Do you set a "time to solve" according to the priority, such as priority 1, ASAP; priority 2, x weeks; priority 3, y weeks?
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
Service level agreement terms You must log a Severity 1 support ticket with the IBM technical support help desk within 24 hours of first becoming aware of an …
https://www.ibm.com/support/knowledgecenter/en/SSWT9A_7.5.0/com.ibm.tusc.doc/ticket/slas.html
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. In some service level agreements, the service provider is your company, providing services to either an external customer or an internal customer such as other ...
https://seqlegal.com/blog/software-support-slas
Written contracts covering the provision of software support services often incorporate some kind of service level agreement, or SLA for short. If you have been tasked with preparing or negotiating a software support SLA, and are looking for some guidance, this post should help you.SLAs may cover more than just software support services. For example, where hosting, hosted services and/or ...
http://www.pnmsoft.com/wp-content/uploads/2013/07/PNMsoft-Software-Maintenance-and-Support-Level-Agreement.pdf
PNMsoft (The “Vendor”) Software Maintenance and Support Level Agreement (SLA) 1. Subject to the full payment of the Software and maintenance fees, technical support shall be provided by telephone, e-mail and via the Vendor’s web site to up to 5 individuals representing the authorized users per organization.
https://en.wikipedia.org/wiki/Service-level_agreement
A service-level agreement (SLA) is a commitment between a service provider and a client.Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract.
http://www-03.ibm.com/software/sla/sladb.nsf/pdf/7669-05/$file/i126-7669-05_11-2018_en_US.pdf
IBM provides Client with the following availability service level agreement (SLA). IBM will apply the highest applicable compensation based on the cumulative availability of the Cloud Service as shown in
https://www-03.ibm.com/software/sla/sladb.nsf/pdf/6604-01/$file/i126-6604-01_06-2014_en_US.pdf
IBM Cloud Services Agreement IBM Cloud Service Description: IBM Blueworks Live ... IBM Blueworks Live is a software-as-a-service solution that provides a collaborative environment for capturing, documenting, modeling, and optimizing business processes and decisions. ... IBM provides the following service level agreement (“SLA”) for the ...
https://www-945.ibm.com/support/fixcentral/options?selectionBean.selectedTab=find&selection=ibm%2fpower%3bibm%2fpower%2f900942A
Machine Code updates for Power Systems and System Storage are available for IBM machines that are under warranty or an IBM hardware maintenance service agreement. Some exceptions apply. ... IBM software maintenance or Software Subscription and Support agreement. Some exceptions may apply. ... Fix Level Recommendation Tool
http://www-01.ibm.com/support/docview.wss?uid=swg21265765
List of software support terms and acronyms. Technote (troubleshooting) Problem(Abstract) You want to know the meaning of a particular term or acronym used by IBM support. ... An agreement under which IBM software products are licensed. The ICA is signed by the Customer and by IBM. ... An expanded maintenance agreement which includes some level ...
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