As a customer we received the message to be responsible for the operational support of Hosted Application Gateway integrated with backend servers since migration to ISV.
Since go live we must ask for Hosted IAG logs through IBM Support. This process typically takes time (a number of days) and is thus useless whenever troubleshooting must occur on a critical incident in production. Another option is webex sessions with IBM level 2 and level 3 support which is on the long run not efficient for IBM and customer.
Request logs are useful to compare for example between IAG and backend during troubleshooting. Providing request logs could help customer operational team to find a resolution to problems with back-end servers.
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