Transition to a new Support Portal

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Transition to a new Support Portal

We heard you…and we are taking actions to improve your support experience!

IBM appreciates the opportunity to have you as a customer.  We always strive to seek new and better ways to improve our communications and the support that we offer.  With that in mind, we are implementing a new support portal in the next few months for a select number of IBM products, including the following IBM Business Analytics cloud services:

  • IBM Cognos Analytics on Cloud
  • IBM Cognos Controller on Cloud
  • IBM Concert on Cloud
  • IBM Planning Analytics
  • IBM Social Media Analytics (SaaS)
  • IBM Watson Analytics
  • IBM Watson Analytics for Social Media

Our new portal will be a one-stop shop for your customer support related information, providing better ticket handling and offering you the following self-service capabilities:

  • Ticket creation/updates
  • Ability to attach documents for review by the support team
  • Simplified search capability to view ticket history and knowledge base articles

And much more!

We will continue to expand this new platform so that eventually all IBM customers will have this new and improved support experience. However, in this first phase the only IBM Business Analytics offerings moving to the new portal are our cloud services mentioned above.

Support for any IBM Business Analytics on-premises software that you may also use will continue to be delivered through the existing support portal and IBM Service Request ticketing system that you use today. We will provide you periodic updates and more detailed access information as get we closer to the transition date. We’ll also post updates to IBM Analytics Communities, https://www.ibm.com/communities/analytics/

Should you have any questions, please ask in the Support Portal Transition forum in our IBM Analytics Communities, https://community.watsonanalytics.com/discussions/spaces/121/

Regards,
IBM Business Analytics Cloud Client Success and Support Team