Where is the cloud data located ?

The service is hosted in IBM SoftLayer® data centers worldwide. Active subscriptions will generally have access to the service from the closest IBM SoftLayer data center.
As IBM SoftLayer expands into more countries, IBM Operational Decision Manager on Cloud (ODM on Cloud) can be hosted in those data centers. This IBM SoftLayer announcement describes IBM plans for expanding worldwide.

Where can I find the Service Level Agreement (SLA)?

The SLA is part of the ODM on Cloud Terms of Use. IBM makes a reasonable business effort to provide 99.3 percent availability to the IBM ODM on Cloud service, excluding scheduled maintenance.
You can learn more about the Terms of Use agreement for the SLA under IBM Software as a Service (SaaS) terms —see Smarter Process.

How is scheduled maintenance handled ?

The ODM on Cloud operations team notifies all users of any planned outages at least 72 hours in advance of any planned maintenance. All users are notified by an email notification that is sent to the user ID (the email address with which the users registered).
There is no preset frequency of patches or scheduled maintenance; these occur only as needed with advanced notification to all users. ODM on Cloud might have multiple updates within a given year. Software functional and security patches are applied as needed to stay current and resolve potential issues.

How is Disaster Recovery Managed ?

Each instance of ODM on Cloud is backed up every 24 hours to an encrypted vault that is located at a different data center on the IBM SoftLayer network. This process helps ensure that an instance can be recovered to a point no more than 24 hours of age if there is a loss of the service at a given data center.
The service provides a clustered production run environment for high availability and is IBM DB2® configured with High Availability and Disaster Recovery (HADR) primary and back up databases. Also, IBM SoftLayer provides robust hardware, such as Redundant Array of Independent Disks (RAID) 10 storage, to provide high availability.

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