Services

Scope of Services

IBM Maximo Application Suite Dedicated (MAS-Dedicated) is an offering supported by IBM's SRE and Development Operations team. IBM has been hosting Maximo systems since 2008 and has deep experience provisioning and supporting Maximo on IBM Cloud. The Dedicated Services team is solely focused on Maximo Application Suite delivery, providing expert IT administration for both infrastructure and operations and support for customers through the IBM Support Community Portal. Customers interact with the IBM Dedicated Services team members via case creation, interaction and followup. Team members are based out of Canada, the United States, Costa Rica, Brazil, Ireland, India, China and Australia. MAS-Dedicated is a subscription based hosting service exclusively offered on the IBM Cloud platform. The diagram below shows the general scope of MAS-Dedicated:

Enter image alt text right here. — Figure 1. MAS-Dedicated Scope of Services

Service Description

Please see link below to the current Service Description for Maximo Application Suite Dedicated. Please check this link regularly as it is updated periodically and the current service description takes precedent.

https://www.ibm.com/support/customer/csol/terms/?id=i126-8819

Service Level Agreement

The Service Level Agreement (SLA) for MAS-Dedicated is described in Section 3.1 of the service description document (above).

SLA Summary for Maximo Application Suite Dedicated Service (MAS-Dedicated):

99.9 % Availability (Production Environment)
SLA does not include planned or emergency maintenance windows. For details on the maintenance window schedule, see Maintenance section
SLA applies to production environments only
Availability credits for availability of less than 99.9%