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?
There is no fixed SLA time for each priority. IBM tries to resolve every PMR on the first interaction, although this is not always possible. The PMRs are worked on according to the severity, which you set. It is very important that the appropriate severity is set for each PMR and that it can be adjusted, as needed. However, it is equally important that you communicate to the IBM Support representative the impact of a problem. A PMR might not be a severity 1, but it might be causing a significant impact to your organization. If a PMR does not seem to you to be receiving the appropriate attention, the formal escalation process can be used.
For problems reported against Monthly License Charge (MLC) (i.e., System z) software products, IBM's response objectives continue to be based upon the severity of the request. The following table describes these objectives.
As an alternative to the formal escalation process, you can call the SVL Support hot line at 1-800-283-6103 or 408-463-2090 8:00 am - 5:00 pm Pacific Time, Mon-Fri. to discuss the status of your PMR with a technical or managerial resource.