IBM Support

StreamSets Customers Frequently Asked Questions

General Page

This FAQ provides support-related information to help StreamSets customers prepare for the transition to IBM. The migration of support tools is expected to take place on March 17th, 2025. This FAQ will be updated regularly as new information becomes available. Subscribe to this page to receive notifications about updates.
Q 1 - Where can I find more information about the transition to IBM support?
A - We have prepared a support document outlining the transition plan, key dates, and what to expect. You can find it here: StreamSets support migrates to the IBM Support Site March 17, 2025.
Q 2 - Where will I access product downloads, fixes, documentation, and other product transition details?
A - You will continue to access StreamSets product downloads as you do today. IBM StreamSets documentation links can be found here.
Q 3 - Where can I find tutorials or videos to learn about the IBM support portal?
A - Check out the Getting Started and Quick Links page to learn more about IBM support services and helpful getting started videos.
Q 4 - When should I register my IBM ID?
A - It is highly recommended that you create your IBM ID after the migration to the IBM support portal, planned for March 17th, 2025. If you create it beforehand you will need to manually provide your customer number and migrated tickets will not be associated to your IBM ID. After the migration your IBM ID will be automatically associated to your customer number and tickets.
Q 5 - How are Empower users and ticket data migrated to IBM?
A - During the migration, planned to start on March 14th, 2025, ticket history for all Empower users who have submitted tickets in the past four years will be migrated to IBM. To access this data you will need to create your own IBM ID using the same email address you used on Empower. Once your IBM ID is created your account will be automatically associated to your tickets. Please refer to the webMethods and StreamSets support migrates to the IBM Support Site April 14, 2025 announcement for more details.
Q 6 - Is there a limit to the number of Support Access users our company can register?
A - There are no limits to the number of users. Your company's account administrator can manage the users as they see fit. Anyone from a company with an active StreamSets license can create a ticket in the IBM portal, but they will need to have an IBM ID first.
Q 7 - What are the different IBM levels of Support Access?
A -
IBM Contact Roles
Administrator Full access user permissions, plus the ability to manage user access levels.
Full access Can create, search, view and update all cases associated with account, as well as the associate account teammates to cases.
Basic access Can create cases and be invited as a team member on other users' cases. Only able to view cases they created and cases they were invited to as a team member.
Q 8 - Will StreamSets Knowledge base articles be moved over to IBM?
A - StreamSets knowledge base articles will be moved to IBM in March 2025.
Q 9 - Where will I find and file product feature requests?
A - Please search for existing ideas and submit new ones here. Please note that an IBM ID is required for access.
Q 10 - Where can I find IBM Product Version and Lifecycle information?
A - We have several resources available for product version details and lifecycle information, including specific information about legacy StreamSets releases as well as IBM StreamSets releases. Below are the key pages to refer to:   
Q 11 - Is StreamSets Community still accessible?
A – StreamSets Community continues to be operational and accessible.
Q 12 - How do the previous StreamSets support ticket severities map to the new IBM severities?
A - StreamSets Severity 1 will map to IBM Severity 1.  StreamSets Severity 2 will map to IBM Severity 2.  StreamSets Severity 3 will map to either IBM Severity 3 or 4, depending on the context of the issue.  Please review the detailed IBM severity definitions below to understand the criteria for each severity level:
Severity Business Impact
1 Business Impact Business critical functionality is inoperable or a critical interface has failed. This usually applies to a production environment and indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution.
2 Significant A product, service, business feature, or function of the product or service is severely restricted in its use, or you are in jeopardy of missing business deadlines.
3 Some The product, service or functionality is usable and the issue does not represent a significant impact on operations.
4 Minimal An inquiry or non-technical request.
Q 13 - What is the IBM process and criteria for ticket escalation?
A - The Escalation Process Page details the steps to escalate a case.
Q 14 - How can I receive support during weekends and after-hours?
A - Holiday and weekend support is determined by the terms of the customer’s contract. Customers transitioning from StreamSets to IBM will retain the same support policies after the transition. Support availability will follow the process below:
  • Before March 17th, 2025  – Customers should continue using Software AG support systems to report incidents over the weekends and holidays.
  • After March 17th, 2025  – Customers should use the IBM Support site to receive help over the weekend.
Q 15 - What is IBM’s support model during holidays?
A – StreamSets support will be available for Sev-1 issues during the holidays, just as it was under Software AG.
Q 16 - Where can I find IBM support numbers?
A – You can find a local number listed under the "Contact Information" section after selecting your country at the bottom of the page: https://www.ibm.com/contact/global. However, please note that until StreamSets transitions to IBM systems on March 17th, please continue to use the StreamSets Support Hotline at +1 415 445 2183.
Q 17 - Where are IBM support centers located and what languages are supported?
A – IBM has support centers in multiple countries. However, StreamSets support locations remain the same as they were under Software AG. Language support remains the same with support being provided in English for all customers in all locations.
Q 18 - When can we start using the IBM support site?
A - The migration of the StreamSets support portal to the IBM support site will be complete on March 17th, 2025 after which all customers should start to use it.
Q 19 - What is the date when the Empower portal access will be deactivated?
A - StreamSets customers can continue to access Empower for some time after the migration is complete on March 17th. This is being deliberately allowed in case there are access issues that may require a contingency plan for specific customers.
That being said, it is expected that all support ticket interaction will transition to the IBM support site on March 17th. Any new support tickets opened on Empower after the migration date will be closed and support interaction will be moved to a new support ticket created in the IBM support site.
Q 20 - How can I report an Incident during the transition weekend?
A - There will be no downtime for customers during the transition. If you need urgent assistance for production-down or Sev-1 cases during this period please call IBM Support directly for immediate help.

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Document Information

Modified date:
05 March 2025

UID

ibm17184300

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