November 7, 2017 | Written by: Brooks York
Categorized: Support | What's New
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IBM Watson and Cloud Platform is pleased to announce a new support interface (https://ibm.biz/ibmcloudsupport) for clients who currently use the IBM Client Success Portal (https://support.ibmcloud.com/) to open customer support tickets for services such as:
- IBM Cloud platform, which was previously known as Bluemix and includes runtimes and services such as Liberty for Java, Node.js, Swift, API Connect in the catalog
- Watson applications and services, such as Conversation, Discovery, Language Translator, and Personality Insights
- Watson Data Platform, which includes Cloudant, Compose, Db2 Warehouse on Cloud, Db2 on Cloud, and IBM Analytics Engine
- IBM Cloud dedicated, which was previously known as Bluemix Dedicated
- IBM Cloud local, which was previously known as Bluemix Local
What is changing?
Beginning November 2, 2017, you can open customer support tickets, or “cases,” through the new IBM Cloud Service Portal, which is located at: https://ibm.biz/ibmcloudsupport. After November 2, 2017, IBM Cloud support will direct you to this new location to open tickets should you use the IBM Client Success Portal.
New IBM Cloud Customer Portal
When you access the page, you can request help by clicking Get Help or directly logging in. You will be prompted for your IBMid, which is the same ID that you use across IBM to access your offerings and services. See the following image as an illustration of the login prompt.
After you log in, click Create a Case to open a case and use the form that is provided. As an authenticated user, you will see entitlement characteristics for your account. Select the service impacted; provide additional details; optionally add an attachment; add users to be notified; and set the severity, if entitled. See the following image as an illustration of the authenticated user case creation form.
Authenticated User Create Case Form
How do I escalate a support ticket?
With standard or premium support, you can escalate your support ticket or case if:
- You have not received a timely response to a support ticket
- You feel that an issue is not being addressed appropriately
Through the support ticket escalation process, IBM management will review your concerns and work with you to improve the support experience.
To submit an escalation request, open a new Severity 1 support ticket with the summary Escalation Request. To ensure that your escalation request can be matched with the original support ticket, include the following information in the body of the ticket or case:
- The number of your open support ticket or case that needs escalation.
- A brief summary of the reasons that escalation is needed.
What if I am unable to log in?
If you cannot login, you can still open customer support cases by clicking Can’t Log in? on the new IBM Cloud Service Portal.
New IBM Cloud Customer Portal
You will be presented with the option to open a Bluemix Service Case or an IBM Cloud Service Case. Selecting either option will create a case which will be worked by the IBM Cloud support team.
Can’t Log in Options
As an unauthenticated user, you will be asked to submit all relevant data, which will be verified by IBM Cloud Support engineers. Certain case requests, such as severity, will be honored based on entitlement verification. See the following image as an illustration of the unauthenticated user case creation form.
IBM Cloud Unauthenticated Case Form
What about existing tickets?
IBM Cloud Support will continue to work your existing tickets in their original location as part of this update. To view your existing tickets, you can use the IBM Client Success Portal (https://support.ibmcloud.com/). Existing policies with regard to escalations, hours of operation, and severity service level objectives remain for these tickets.
What if I have additional questions?
If you have additional questions or feedback, you can respond to this post or please see the documentation at https://console.bluemix.net/docs/support/index.html#getting-customer-support for more details.
Additionally, you can open feature enhancements or suggestions, which are monitored by the support offering team, at https://ibmcloud.ideas.aha.io/