Support And Entitlement
The Essential Management Managed Services team is available to help with technical issues with the Cp4D managed cloud service, once the environment has been provisioned and a welcome letter sent IBM will assign a Cloud Service Coordinator (CSC) support team that will provide:
- single point of Client contact for incident and change management oversight.
- guide the client through the onboarding process and how to open a support ticket.
- management of maintenance intervals.
- monitoring of problem or failure events, tracking events to closure and root cause analysis for Severity 1 outages.
- monthly service level objective reporting; and
- monitoring and tracking trouble tickets to resolution.
- The CSC support team conducts operating service reviews through weekly status meetings with the Client to review incidents and change management.