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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.
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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 IBM Maximo 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.
What is Included and Not Included in Maximo SaaS Offering?
Included in Standard Offering
Not Included in Standard Offering
Included in Standard Offering:
Requires Separate Services Contract (SOW):




 Implementation services






One production instance
One non-production instance (if required)*
Maximo Everyplace
VPN, LDAP, and e-mail for integrations to
other tools and systems (if required)
Daily backups of data and configurations
Systems admin., patching, maintenance
Access to current release function
99.8% Availability Service Level Objective
99.8% Availability SLA (no charge)*
24 X 7 support for Sev 1 / Forum e-mail
support for Sev 2-4
Optional in Standard Offering:
 Additional non-production instances
 Expansion of non-production instances
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•
•
•
•
•
Application/Workflows configuration
VPN configuration
LDAP configuration
Integrations
Data transformation and migration
 Application administration services
•
Managing users, security groups, etc.
 Managed services (BP’s, GBS/GTS)

Release Upgrade (under review)
Requires L0 Approval or Special Bid:
• Deployments over 600 concurrent users or
under 30 named/10 concurrent users (L0)
• Availability SLA > 99.8%
• Other non-standard hosting or support
requirements or terms of use
IBM Internal and Business Partner Use Only
*These items are no additional charge, but must be selected in PPA
© 2014 IBM Corporation
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 onpremises 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.
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How are typical integrations to other systems and applications accomplished?
IBM Maximo Asset Management (SaaS) supports the same integrations as on-premises Maximo
Asset Management deployments. 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 nonproduction 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 included Maximo 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?
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You can read specifics in the document. The TOU, combined with the Passport Advantage
agreement form the primary agreements with the customer.
http://www-03.ibm.com/software/sla/sladb.nsf/sla/tou/
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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