From sizing assumptions to a post-R5 BAU plan

During this period, 99 support cases were opened, of which 5 were identified as product issues and resolved through the established support process. Importantly, the remaining cases should not be characterized as product issues.

IBM made a significant exception for this customer by allowing the Product and Support teams to assist with performance and configuration requirements through the support process at no additional cost. Support cases were opened specifically to provide the teams with a mechanism to engage, track, and work these requests.

This is outside IBM’s standard approach, as configuration and performance activities would typically be addressed through a paid services engagement.