vania-janet/multiturn-rag-retrieval-data huggingface dataset:
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, 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:

Zoom

![Enter image alt text right here.](https://cloud.ibm.com/docs-content/v1/content/bd177462727ef0a849ddcf8c842a6203b41f0625/mas-ms/images/MAS-MS-Scope-of-Services.jpg)

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](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%
And, if you're looking to provide feedback, see [Submitting feedback](https://cloud.ibm.com/docs/overview?topic=overview-feedback).



 Providing support case details 

To ensure that the support team can start investigating your case to provide a timely resolution, you must include details from two logs from your failed deployment.



1. From your Schematics log, provide the architecture name, source URL, and version. a. In the IBM Cloud console, go to Schematics > Workspaces > deployable architecture instance. b. Copy and paste into the case details the portion of the log that provides the architecture information. The following is an example of what should be copied:

2023/04/06 18:11:43 Related Workspace: name=deploy-arch-ibm-slz-ocp-04-06-2023, sourcerelease=(not specified), sourceurl=https modules/terraform-ibm-landing-zone/archive/v3.1.2.tar.gz,tolder=terratorm-ibm-landing-zone-3.1.2/patterns/roks

2. Provide the Terraform Log Analyzer summary from your project. a. In the IBM Cloud console, go to your project > Configurations > deployable architecture instance. b. Depending on where you are in your deployment process go to Viewing validation results or Viewing last deployment. Take a screenshot of the results and add it to your support case.







 Routing your support case expeditiously 

To get your support case routed correctly to speed up resolution, make sure that you select the right product when you open the case.

If you're having issues getting the deployable architecture deployed, use the name of the deployable architecture as it is listed in the catalog.

However, if you successfully deployed and are instead having an issue with a service in the deployable architecture, set that service as the product name in the case.
Network policies must be configured to allow the cluster the agent is deployed on to communicate back to Schematics, also to IBM Cloud® APIs, services and for instance to a users private Git or Vault instances. Refer to the section on [Planning agent network access and configuration](https://cloud.ibm.com/docs/schematics?topic=schematics-plan-agent-overviewagentb1-network-config) for more details.



* Record information about the allowed network zones and access.



* Kubernetes cluster: A Schematics agent can be deployed on existing private or public [IBM Cloud Kubernetes Service](https://cloud.ibm.com/docs/containers?topic=containers-clusters) clusters. You can use an existing cluster or provision a new cluster with the following minimum configuration.



* Minimum configuration: Three worker nodes with b4x16 flavor. This configuration can be used to run four Terraform or Ansible automation jobs in parallel.
* Record information about the cluster such as cluster ID, cluster resource group, and region for the later use.



* IBM Cloud Object Storage: The Schematics Agent uses a Object Storage bucket to store temporary data. The COS instance must be in the same resource group as the cluster. Also the new bucket must be in the same region as the cluster.



* To deploy an agent, you must have the necessary privileges to create the HMAC credentials for the Object Storage bucket and store the credential as Kubernetes secret.
* The COS instance and bucket must be created for the deploy to be successful.
* Record information about the COS resources such as COS instance name, COS bucket name for the later use.



* IAM access permission: At a minimum you must have access permissions for the Kubernetes service, Resource Group, Object Storage, and the Schematics service to [deploy an agent](https://cloud.ibm.com/docs/schematics?topic=schematics-deploy-agent-overview&interface=cli).
This resource does not necessarily have technical skills or access to investigate / act upon systems that are failing. The CC may also be expected to triage requests that do not fall within the definition of Severity 1 and communicate with the customer regarding these issues.



First Responder



* The First Responder (FR) is a technical role that requires access to systems that may be in a failed or failing state, as well as the skills required to understand what can be done to recover affected environment(s). It may not be possible for the FR to correct all problems and he/she should be equipped to escalate issues to specific individuals for resolution if necessary. The FR remains focused on incident resolution at all times and is not expected to communicate directly with customers; they remain in regular contact with the Client Communicator on duty. It is important to note that the First Responder is precisely that, the first responder - he/she is not solely responsible for solving every incident.



The first responder will respond to alerts and off hours Severity 1 cases to:



* Determine the impact of the alert or case
* Determine the cause of the alert or case
* Initiate corrective action if appropriate
* Alert the Client Communicator if escalation is determined necessary.



The IBM first responder’s priority will be to restore service. The IBM client communicator is notified if there are any challenges to restoring service. The IBM client communicator will lead the recovery activities and escalate to any personnel required to resolve the issue, while also ensuring that continuous communication is maintained with the customer throughout the length of the incident.

Escalation Manager / Discipline Team Members Additional support for IRT members is provided by an Escalation Manager as well as dedicated Database and Network discipline team members. These specific SRE individuals are assigned to the IRT schedule to also provide coverage.





 Client Requests for RCA 

RCA (Root Cause Analysis)

For Severity 1 incidents, IBM SRE and the Incident Response Team (IRT) have a primary goal to restore service and remediate any disruption as soon as possible. Addressing the symptoms of an issue can often be sufficient enough to successfully restore service, but the underlying root cause may not have been identified during this process due to time constraints.
Troubleshooting, support, and FAQs 

To isolate and resolve problems with your IBM products, you can use the troubleshooting and support information. This information contains instructions for using the problem-determination resources that are provided with your IBM products, including IBM Watson™ Knowledge Studio.



 Techniques for troubleshooting problems 

Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem. Certain common techniques can help with the task of troubleshooting.

The first step in the troubleshooting process is to describe the problem completely. Problem descriptions help you and the IBM technical-support representative know where to start to find the cause of the problem. This step includes asking yourself basic questions:



* What are the symptoms of the problem?
* Where does the problem occur?
* When does the problem occur?
* Under which conditions does the problem occur?
* Can the problem be reproduced?



The answers to these questions typically lead to a good description of the problem, which can then lead you to a problem resolution.



 What are the symptoms of the problem? 

When starting to describe a problem, the most obvious question is "What is the problem?" This question might seem straightforward; however, you can break it down into several more-focused questions that create a more descriptive picture of the problem. These questions can include:



* Who, or what, is reporting the problem?
* What are the error codes and messages?
* How does the system fail? For example, is it a loop, hang, crash, performance degradation, or incorrect result?







 Where does the problem occur? 

Determining where the problem originates is not always easy, but it is one of the most important steps in resolving a problem. Many layers of technology can exist between the reporting and failing components. Networks, disks, and drivers are only a few of the components to consider when you are investigating problems.

The following questions help you to focus on where the problem occurs to isolate the problem layer:



* Is the problem specific to one platform or operating system, or is it common across multiple platforms or operating systems?
* Is the current environment and configuration supported?
See also [lemma](https://cloud.ibm.com/docs/overview?topic=overview-glossaryx2763345), [dictionary](https://cloud.ibm.com/docs/overview?topic=overview-glossaryx2001532).





 system of engagement (SoE) 

An information technology (IT) system that incorporates technologies that encourage user interaction through email, collaboration systems, and networking. A system of engagement often uses cloud technologies to extend the usefulness of systems of record. See also [system of record](https://cloud.ibm.com/docs/overview?topic=overview-glossaryx6735061).





 system of record (SOR) 

An information storage system (such as a database or application) that stores business records and automates standard processes. See also [system of engagement](https://cloud.ibm.com/docs/overview?topic=overview-glossaryx6528306).







 T 



 tag 

A user-defined identifier attached to a grouping of resources that are contained in an account. Tags are visible account-wide.





 target 

The resource or set of resources to provide a subject access to in an access policy. The set of resources is defined by one or more attributes. For example, a target could be all resources in a resource group, all resources of a certain resource type, or the resource with a certain resource ID.





 template 

A predefined structure for an artifact.





 testing data 

A set of annotated documents that can be used to evaluate system metrics after ingestion and training. See also [training data](https://cloud.ibm.com/docs/overview?topic=overview-glossaryx2860199), [blind data](https://cloud.ibm.com/docs/overview?topic=overview-glossaryx7881128).





 third-party 

Pertaining to a product or service that is provided by a company other than IBM.





 tile 

A visual representation of a running application that provides status on a dashboard.





 train
If not set, the context instance specified by ibmcloud cis instance-set INSTANCE is used.--output: Specify output format, only JSON is supported.<-- </section "id="section-opt-create-ddos-attack-l7-alert" "> --><-- <section "id="section-create-ddos-attack-l7-alert-examples" "> --> Examples Create a ddos attack alert policy for instance cis-demo. ibmcloud cis alert-policy ddos-attack-l7-alert-create --name test1 --emails test1@cn.ibm.com --webhooks b2633e68-9a64-4519-b361-a64a67c8db8e --enabled true -i "cis-demo"
<-- </section "id="section-create-ddos-attack-l7-alert-examples" "> --><-- </section "id="section-create-ddos-attack-l7-alert" "> --><-- <section "id="section-create-pool-toggle-alert" "> --> ibmcloud cis alert-policy pool-toggle-alert-create (Pool toggle alert) Create an alert policy for pool toogle alert. ibmcloud cis alert-policy pool-toggle-alert-create --name NAME (--emails EMAILS | --webhooks WEBHOOKS) --enabled (true | false) --pools POOLS --trigger-condition (enabled | disabled | either) --include-future-pools (true | false)] --description DESCRIPTION] -i, --instance INSTANCE] --output FORMAT] ! ! ! ! ! !
<-- <section "id="section-opt-create-pool-toggle-alert" "> --> Command options --name: The name of the alert policy.--description: The description for the alert policy.--emails: The email addresses for dispatching an alert notification.
Overview of Planning Analytics as a Service 

IBM Planning Analytics® as a Service is a a fully managed, collaborative, enterprise-scalable budgeting, planning, analytics, profitability, modeling, and reporting solution. These applications are supported by the Planning Analytics in memory engine that provides on-demand analytics of complex multidimensional data in real time.



  Features 



  Fast performance, scalability, and flexibility 

Adopt a planning solution that can grow with you. Increase data volumes, number of users, or planning models without impacting performance. This flexibility allows users to build and change plans based on business processes.





  Data visualization 

Uncover deep insights through robust dashboards. Identify trends and drill down into data with built-in reporting and analysis capabilities.





  What-if scenario testing 

Test scenarios to determine next steps. Create personal sandboxes to compare different scenarios and test assumptions. See the impact of your decisions before making them.





  Constraint-based planning 

Improve operational performance. Make better, more optimal business decisions with direct integration of decision optimization. Amid ever-changing business challenges, Planning Analytics helps you make better decisions that consider how to optimally deploy your resources. Optimize scenarios with complex variables and constraints to create the decision model that can be parameterized and reused over time.





  Predictive forecasting 

Improve the accuracy of your forecasts. Leverage built-in predictive capabilities and put the power of algorithmic forecasting in the hands of users—even those without data science skills—for more accurate, consistent, and timely forecasts.





  Workflow 

Manage and govern planning workflows with ease. Create customized applications to manage, facilitate, and increase participation in your company’s budgeting, forecasting, and reporting processes.





  Real-time data access and in-memory database 

Gain visibility into your data. Provide all users with access to the same data, and trust in a single source of truth. The IBM Planning Analytics® as a Service OLAP in-memory database, the Planning Analytics Engine, connects directly to source data and refreshes in real-time.





  Getting support 

If you're experiencing issues with this product, go to the [IBM Cloud Support Center](https://cloud.ibm.com/unifiedsupport/supportcenter) and navigate to Creating a case. Use the All products option to search for this product to continue creating the case or to find more information about getting support.
* Providing global compute, so Developers aren't responsible for infrastructure in several regions where they need workloads and data to reside



To achieve global availability, the Development, Test, and Production systems were deployed across the globe in several data centers. For HA, they use a combination of multiple clusters in different geographic regions as well as multizone clusters. They can easily deploy the port app to meet business needs.



* In Frankfort clusters to comply with the local European regulations
* In the United States clusters to ensure local availability and failure recovery



They also spread the workload across multizone clusters in Frankfurt to ensure that the European version of the app is available and also balances the workload efficiently. Because each region uploads unique data with the port app, the app’s clusters are hosted in regions where latency is low.

For Developers, much of the continuous integration and delivery (CI/CD) process can be automated with IBM Cloud® Continuous Delivery. The company can define workflow toolchains to prepare container images, check for vulnerabilities, and deploy them to the Kubernetes cluster.

Compute, storage, and event management that run in public cloud with access to shipment data across the globe, as needed.

Technical solution:



* IBM Cloud Kubernetes Service
* IBM® Event Streams for IBM Cloud®
* IBM Cloud® Object Storage
* IBM Cloud® Continuous Delivery





 Step 1: Containerize apps, by using microservices 



* Integrate apps into a set of cooperative microservices in IBM Cloud Kubernetes Service based on functional areas of the app and its dependencies.
* Deploy apps to containers in IBM Cloud Kubernetes Service.
* Provide standardized DevOps dashboards through Kubernetes.
* Enables scaling for compute for batch and other inventory workloads that run infrequently.
* Use IBM® Event Streams for IBM Cloud® to manage streaming data from IoT devices.







 Step 2: Ensure global availability 



* Built-in HA tools in IBM Cloud Kubernetes Service balance the workload within each geographic region, including self-healing and load balancing.
* Load-balancing, firewalls, and DNS are handled by IBM Cloud Internet Services.
Since availability is essential, the apps are deployed across global data centers: for DR and for latency too.

They also accelerated their risk analysis and compliance. Their predictive and risk analytics functions, such as Monte Carlo calculations, are now constantly updated through iterative agile deployments. Container orchestration is handled by a managed Kubernetes so that operations costs are reduced too. Ultimately risk analysis for mortgages is more responsive to the fast-paced changes in the market.



* Heightened need for better financial risk management drives increases in regulatory oversight. The same needs drive the associated review in risk assessment processes and disclosure of more granular, integrated, and abundant regulatory reporting.
* High Performance Computing Grids are the key infrastructure components for financial modeling.



The problem of the company is scale and time to delivery.

Their current environment is 7+ years old, on-premises, and with limited compute, storage, and I/O capacity. Server refreshes are costly and take a long time to complete. Software and app updates follow an informal process and aren't repeatable. The actual HPC grid is hard to program against. The API is too complex for new Developers who join the team and requires non-documented knowledge. And major app upgrades take 6 - 9 months to complete.





 Solution 

Compute, storage, and I/O services that run in public cloud with secure access to on-premises enterprise assets as needed.



* Secure and scalable document storage that supports structured and unstructured document query
* Lift and shift existing enterprise assets and app while they enabled the integration to some on-premises systems that won't be migrated
* Shorten time-to-deploy solutions and implement standard DevOps and monitoring processes to address bugs that affected reporting accuracy



Technical solution:



* IBM Cloud Kubernetes Service
* IBM Cloud Object Storage
* IBM Cloud Data Engine (Spark)
* IBM Cloudant
* Secure Gateway



IBM Cloud Kubernetes Service provides scalable compute resources and the associated DevOps dashboards to create, scale, and tear down apps and services as needed. Using industry-standard containers, apps can initially be re-hosted on IBM Cloud Kubernetes Service quickly without major architectural changes.

This solution provides the immediate benefit of scalability.
* Providing global compute, so Developers aren't responsible for infrastructure in several regions where they need workloads and data to reside



To achieve global availability, the Development, Test, and Production systems were deployed across the globe in several data centers. For HA, they use a combination of multiple clusters in different geographic regions as well as multizone clusters. They can easily deploy the port app to meet business needs.



* In Frankfort clusters to comply with the local European regulations
* In the United States clusters to ensure local availability and failure recovery



They also spread the workload across multizone clusters in Frankfurt to ensure that the European version of the app is available and also balances the workload efficiently. Because each region uploads unique data with the port app, the app’s clusters are hosted in regions where latency is low.

For Developers, much of the continuous integration and delivery (CI/CD) process can be automated with IBM Cloud® Continuous Delivery. The company can define workflow toolchains to prepare container images, check for vulnerabilities, and deploy them to the Kubernetes cluster.

Compute, storage, and event management that run in public cloud with access to shipment data across the globe, as needed.

Technical solution:



* Red Hat OpenShift on IBM Cloud
* IBM® Event Streams for IBM Cloud®
* IBM Cloud® Object Storage
* IBM Cloud® Continuous Delivery





 Step 1: Containerize apps, by using microservices 



* Integrate apps into a set of cooperative microservices in Red Hat OpenShift on IBM Cloud based on functional areas of the app and its dependencies.
* Deploy apps to containers in Red Hat OpenShift on IBM Cloud.
* Provide standardized DevOps dashboards through Kubernetes.
* Enables scaling for compute for batch and other inventory workloads that run infrequently.
* Use IBM® Event Streams for IBM Cloud® to manage streaming data from IoT devices.







 Step 2: Ensure global availability 



* Built-in HA tools in Red Hat OpenShift on IBM Cloud balance the workload within each geographic region, including self-healing and load balancing.
* Load-balancing, firewalls, and DNS are handled by IBM Cloud Internet Services.