IBM B2B Cloud Services

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IBM Software Highlights Measures actual delivered performance versus our support agreement Tracks system availability (uptime) and transaction throughput Provides the basis for a trust-based relationship with our clients IBM B2B Cloud Services Demonstrating commitment to client success with service level objectives In today’s marketplace, mere minutes can make all the difference for your business. IBM’s investments in the business-to-business (B2B) integration on cloud environments help ensure that IBM B2B Cloud Services solutions deliver the availability and speed required to address your global business objectives. Our aggressive service level objectives (SLOs) enable our clients to know that we are helping them meet those objectives. Measuring the performance you receive Service level objectives are a way to track the actual delivered performance as measured against the comprehensive customer support plan that covers each IBM B2B Cloud Services client. This plan clearly spells out what we will deliver in terms of system availability and transaction throughput. Ultimately, service level objectives are a way for our clients to be sure that they are receiving the performance and capabilities they’re paying for. Tracking critical metrics When you send an order, it must get where it needs to be in a timely manner. That’s why we measure system availability and transaction throughput. System availability, or uptime, is the measurement that shows that the system is there when you need it. It tracks more than just server availability; it measures uptime from the point at which you enter the IBM B2B integration on cloud environment to the points at which your business partners enter the environment. We target 99.95 percent system availability during any given month. Transaction throughput is the measurement of the time from when we receive your transactions through the time that the transactions are available for pickup by your business partners. Our objective is completing 99 percent of your transactions within 30 minutes and 100 percent of your transactions within 60 minutes.

Transcript of IBM B2B Cloud Services

Page 1: IBM B2B Cloud Services

IBM Software

Highlights • Measuresactualdeliveredperformance

versusoursupportagreement

• Trackssystemavailability(uptime)andtransactionthroughput

• Providesthebasisforatrust-basedrelationshipwithourclients

IBM B2B Cloud ServicesDemonstrating commitment to client success with service level objectives

In today’s marketplace, mere minutes can make all the difference for your business. IBM’s investments in the business-to-business (B2B) integration on cloud environments help ensure that IBM B2B Cloud Services solutions deliver the availability and speed required to address your global business objectives. Our aggressive service level objectives (SLOs) enable our clients to know that we are helping them meet those objectives.

Measuring the performance you receiveService level objectives are a way to track the actual delivered performance as measured against the comprehensive customer support plan that covers each IBM B2B Cloud Services client. This plan clearly spells out what we will deliver in terms of system availability and transaction throughput. Ultimately, service level objectives are a way for our clients to be sure that they are receiving the performance and capabilities they’re paying for.

Tracking critical metricsWhen you send an order, it must get where it needs to be in a timely manner. That’s why we measure system availability and transaction throughput.

• System availability, or uptime, is the measurement that shows that the system is there when you need it. It tracks more than just server availability; it measures uptime from the point at which you enter the IBM B2B integration on cloud environment to the points at which your business partners enter the environment. We target 99.95 percent system availability during any given month.

• Transaction throughput is the measurement of the time from when we receive your transactions through the time that the transactions are available for pickup by your business partners. Our objective is completing 99 percent of your transactions within 30 minutes and 100 percent of your transactions within 60 minutes.

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Providing the basis for trustWe never take our relationship with you for granted, and we fully expect to be judged by our performance. Service level objectives help make that a simpler goal to measure. You can quickly document missed SLOs via a highly visible support request as well as document performance over time. We’ll work with you to validate any missed SLO claim, explain exactly how and why the issue occurred, and then devise a plan to help avoid future issues. This process allows IBM to demonstrate our dedication to developing a long-term, trust-based rela-tionship with our valued clients.

Why IBM?IBM helps companies more securely connect and build partner communities through our field-proven B2B cloud services and solutions. We can deliver on demand services or managed solutions that can be implemented rapidly and with low startup costs. Backed by the global reach and experience of IBM, our solutions can provide the flexibility and cost-effectiveness that can drive better business outcomes.

For more informationTo learn more about IBM B2B Cloud Services solutions, please contact your IBM representative or IBM Business Partner, or visit: ibm.com/software/commerce/b2b/b2b-integration/cloud-services

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Produced in the United States of America May 2012

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