This article helps you in reaching out to Adagio team. In order to communicate with the IBM team for different requests please follow below 3 steps.
Complete process steps will help in following detail procedure.
Adagio - Communication with IBM
Communication with IBM in case of INCIDENT | Communication with IBM in case of CHANGE | Communication with IBM in case of ESCALATION |
|---|---|---|
| If application is not accessible or slow, application producing error message then request is INCIDENT. | If refreshing a system or database, Asking for export or download of data, Implementing a SAP patch, Install a software on an IBM hosted server, Asking to create or modify SAP printer definitions, Asking to temporarily suspend monitoring of an IBM hosted server, Get access rights to IBM hosted servers then this request is CHANGE. | If you want to speed up the resolution of one of the your already registered Incident or Changes, then this request is ESCALATION. |
| In an application end user firstly detects the incident and then contacts the SBS Contact Center or IS Functional Team to report that incident. SBS Contact Center analyzes the issue and if they consider the analyzed incident is related to the infrastructure of the application hosted by IBM team, then they report this incident to IBM service desk. In order to contact IBM service desk need to write an email CSCBE@be.ibm.com with information about applications impacted (3 digits SAP system ID or Windows server name) and clear description of the issue of the error message. Call IBM service desk via +32 2 711 85 00 (+27 11 302 7643). Take the email reference and ask them for ticket creation and explain the business impact and urgency.
INFO: For SAP incidents copy IS-Adagio-SAP-Operations@solvay.com and for other IBM hosting incidents copy IS_Adagio-Wintel@solvay.com. | All change requests need to be submitted to the appropriate ADAGIO TEAM (not to IBM directly) For SAP related applications please submit Solution Manager change document as in below link. https://docs.google.com/document/d/1ZjyhjDygf1V8pQjo4ccB50IiZ1-e For other IBM hosted applications submit Solution Manager change request as in below link. https://docs.google.com/document/d/1bK2IEs7NL75zPrtnD-gnj49YdC7H_yoOthdLu5BZKb8/edit
For the above two related applications please provide the following details.
Finally, you can follow-up the progress of the change implementation by contacting the appropriate Adagio team in charge (IS-Adagios-SAP-Operations or IS-Adagio-Wintel). | Escalation for incidents of level 1, contact IBM service desk +32 2 711 85 00. If the 1st level escalations did not deliver the expected result, please contact below appropriate ADAGIO team. Escalations for changes contact below appropriate ADAGIO team directly.
For SAP related application, email to is-adagio-sap-operations@solvay.com For other IBM hosted applications , email to is-adagio-wintel@solvay.com |