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IBM Maximo Asset Management (SaaS) Internal FAQ

Where is the Maximo Asset Management(SaaS) service hosted and who supports it?

Support for the service is provided by IBM staff, which has 10 years of experience hosting Maximo Asset Management applications for clients. The service is hosted in IBM owned and operated SoftLayer data centers.

What are the minimum and maximum contract terms for the SaaS Service?

The minimum contract is 12 months and the maximum is 60 months.

Is there a minimum number of users?

The typical minimum order is 30 authorized users or 10 concurrent users or an equivalent combination thereof because of the cost structure of SaaS. If there is upside potential in the opportunity (e.g. strategic reference, future growth, or part of a larger sale), this may be taken into account and a lower total accepted.

Is there a maximum number of users?

The MaM (SaaS) service has been performance tested to support 950 concurrent users (a very large deployment). Additional testing is underway to increase the total with larger configurations.

Is there a charge for end users?

No. There is no charge for end users that access the end user portal. End users can submit requests, report problems, check on status, search for solutions and information, and chat with service desk staff.

What services are available to implement the offering?

On-boarding (setting up the instance for the client) is included in the subscription. Implementation (configuring the UI and workspaces, setting up integrations, etc.) is not included in the subscription and can be sourced from IBM C&SI Lab Services, IBM Global Technology Services, and Business Partners.

Are there differences in the IBM Maximo Asset Management (SaaS) offering compared to on-premises deployments of IBM Maximo Asset Management?

Maximo Asset Management (SaaS) uses the same code as on-premises deployments, which facilitates migration if desired. However, there are some differences in configuration and packaging.

Maximo Asset Management (SaaS) customers cannot access or change configuration parameters below the application layer, such as database or middleware configurations.However, Maximo Asset Management (SaaS) is highly configurable. It includes tools such as the Application Designer and DB Config tool to configure the user interface and change or add fields. These configuration changes are preserved as metadata and are reapplied when the instance is updated.

Maximo Asset Management (SaaS) also includes Maximo Asset Management Everyplace for connected mobile access. Internal service provider capabilities can also be enabled in Maximo Asset Management (SaaS).

What is included (and not included) in an IBMMaximo Asset Management– SaaS subscription?

See the chart below. What is included in the standard offering is shown on the left in blue. What is not part of the standard offering and would require a separate services contract or a special bid is shown on the right in yellow.

Who owns the configured system at the end of a contract period? Is a customer able to migrate to a self owned installation?

IBM owns the configured system since this offering does not include the purchase of the software license. At the end of the contract period IBM offers services to migrate a customer to an on-premises installation at the end of a contract period. This will require separate purchase of traditional perpetual licenses. .

If the client’s subscription ends, will IBM retain the data? Can they get a copy of data?

Client data belongs to clients and is returned at the end of the contract. Once the data is returned IBM will delete the client data from its systems. Data snapshots can be provided to clients on a quarterly basis if selected. If it is needed more frequently, a separate Statement of Work will be required.

How are typical integrations to other systems and applications accomplished?

IBM Maximo Asset Management (SaaS) supports the same integrations as on-premises Maximo Asset Managementdeployments. These are accomplished through web services, web, VPN, LDAP, Active directory, CSV file import, and Email initiated ticket generation

How are release updates done?

Minor releases such as fix packs are applied to a customer’s production and non-production instances (with full backups done prior to enable rollback if anything goes wrong). When IBM moves a customer to a new major release, the customer’s non-production instance will be upgraded. There will be a time period by when the customer can test the new release, at which point once the conditions are satisfied, the production instance will be upgraded and the original instance will be retired and archived.

Who decides when release updates are being done, the customer or IBM?

IBM will announce new version releases and work with customers on an upgrade window depending on their requirements.

Will IBM upgrade integrations when a new version of the offering comes out; will IBM verify that our integrations work?

When application updates become available, IBM will apply application updates to a non-production environment. Clients are responsible for testing configurations, including integrations, in the non-production environment before they are promoted to the production environment.

Are there demos or trials available?

Yes. Click the Live Demo and Trial buttons on this Service Engage website. Also see the Learn More button, which contains video demos of the key tasks that user roles perform.

Can clients move their existing data from on premises version to the SaaS version?

Maximo Asset Management (SaaS) uses the same application code as the on premises version, which facilitates the conversion. Data can be imported via a number of methods, including .CSV import.

What happens to all my customizations implemented on the on-premise version of Maximo Asset Management, how will they move the SaaS Version?

If changes were made using the includedMaximo Asset Management configuration tools like AppDesigner, the configurations can be saved and migrated into the SaaS version and reapplied If the customizations were made using methods like java coding or direct configuration changes to the database, they may not migrate to the SaaS environment and will have to be redefined with the configuration tooling.

How do I learn more about the specifics of MaM – SaaS terms and conditions?

You can read specifics in the document. The TOU, combined with the Passport Advantage agreement form the primary agreements with the customer.

Security is a complex topic. Is there a more detailed document on security?

Yes, there is a security practices document that is available upon request for clients through the C&SI SaaS Center of Competency. IBM has also answered security questions in many RFPs and the answers are kept in a Standard MaM (SaaS) RFP available through the COC.

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