IBM Support

Confluent Advanced Support

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Confluent Advanced Support Features

Advanced Support provides a higher tier, priority care support beyond that provided with standard Subscription and Support.
1. Initial Response for Sev 1's → 30 minutes. (Sev 2 - 4: 1 business hour)
2. Case Prioritization from Same Severity Level.
3. Work 24 × 7 on sev 2's (when agreed)
4. A named Confluent Customer Success Technical Architect (CSTA) will be aligned with your account once you reach a certain spend level per year.
The CSTA engagement model includes bi-weekly office hours, strategic technical reviews and ad hoc engagements when needed.  The goal of the CSTA is to:
1. Advise on architecture and design
2. Drive adoption
3. Represent customer needs and feedback to Product, Engineering, Support, Services
4. Coordinate across Confluent teams to resolve complex issues

 

 

Confluent Advanced Support

Confluent Advanced Support Features

IBM Advanced Support Offering

For clients that are using either an IBM distributed software program or an IBM Cloud Service, IBM Advanced Support provides an enhanced experience with prioritized case handling and shorter response time objectives. 

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Document Information

Modified date:
01 May 2026

UID

ibm17267344

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