Solution brief from IBM Partner, Lightwell (http://www.lightwellinc.com). 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. IBM's aggressive service level objectives (SLOs) enable our clients to know that we are helping them meet those objectives.

1. 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.

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Providing the basis for trust
We 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 information
To 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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