IBM Support

StreamSets support migrates to the IBM Support Site March 17, 2025 (***subscribe to the page to be notified of any updates***)

News


Abstract

This newsletter announces the migration of the StreamSets support portals to the IBM support site. These support portals will migrate to the IBM support site on March 17, 2025. This newsletter details what changes, how to prepare for the change and if needed how to request assistance with the transition process.

Content

Before Migration (No support changes)
Business is as usual for support until Migration. There will be no change at this time in how you obtain Product Support for the offerings. Please continue accessing Product Support the same way you do now until after migration (March 17, 2025).

More details about the migration can be found in the Streamsets Customers FAQ 

Product downloads  
StreamSets products, downloads remain available from the existing site and do not require an IBM ID for access.  
Post Migration (March 17, 2025)

As part of the integration of StreamSets into the IBM organization, customers will access support online through the IBM support site. Support access telephone numbers for your country can be found at www.ibm.com/planetwide. Once the transition takes place customers can no longer access Empower, Software AG customer portal, and related support resources.

The process migrates in flight support tickets and 4 years of historical support case data.

Note: As a result of this transition to the IBM support portal, IBM’s privacy policy applies to the handling of your customer support content and data.

How to prepare for this change

Access to the IBM support site requires the creation of an IBM ID. It is highly recommended that you create your IBM ID post-migration, March 17. Creating your IBM ID beforehand would require you to manually provide your customer number. After March 17, go to Create an IBMid to create your ID.

When creating your IBM ID, please ensure that the email address you use is the same as the one registered in Software AG Empower. This will allow the system to recognize you as an authorized contact and associate your account with your support cases after migration.

For the migration to the IBM support site one of the following applies:

  • If you are an authorized StreamSets contact, your case access will be automatically migrated based on your email address associated with your IBM ID.
  • If you are currently not an authorized StreamSets contact, you will need to follow the steps outlined in the access request instructions.
  • Note:  Your IBM  ID must be the same as your email address
Additional Steps to Prepare:   
  •     Subscribe to product notifications by subscribing to your product in the ‘My Notifications’ tool.
  •     If you granted access to your current support portal to external users (e.g., consultants), you will need to explicitly grant them access again in the IBM support site. 
For Assistance: 
  •     If you need help creating your IBM ID, registering for support access, or determining your IBM customer number, use the help links provided in the IBM tools to open a case with the appropriate IBM helpdesk.

Using the IBM Support Portal

When you open a case, in the 'Product Information' field, type  “StreamSets” to view a list of matching products options.

More information on the process to open, update, and manage support cases can be found here.

Video resources:

Cases can be opened from the IBM Support Site or by Phone. To open a case by phone, go to the IBM Directory of worldwide contacts, click your country and use the phone number listed in the Technical Support section on the page. If you are unable to open a case from the IBM Support Site, use the Get Help tile on the bottom right to report a problem submitting a case or registering for support.

Information on the process to escalate a case can be found here.

Where to get assistance for the transition process

  • For questions related to the use of a tool on the IBM site, follow the help link in the tool to open a case with the appropriate IBM helpdesk.
  • If you are unable to open a case from the IBM Support Site , use the Get Help tile on the bottom right to report a problem submitting a case or registering for support. If you are unable to access the IBM Support Site, you can also open a case by phone  IBM Directory of worldwide contacts.

How to obtain product support during the transition period

The transition will take place on the weekend March 14 to March 16, 2025. There is no downtime for customers. Until the day of the transition, continue to work as usual through your usual support portals (Empower, Software AG customer portal, and related support processes).

March 14 - March 16, 2025 (Transition Weekend)
The following will be effective on the transition weekend:
  • All new cases must be opened directly in the IBM support site. See the section "How to Prepare for This Change" for details on creating your IBM ID to use the support site.   
  • Open cases and up-to four years of historical case data will begin migrating to the IBM support site. This process may take several hours.   
  • If you need urgent assistance for Production-down or Severity 1 cases during this time:   
    • Call IBM Support directly for immediate help.   
    •  Support contact telephone numbers for your country can be found at www.ibm.com/planetwide.  
 

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Update log:

  • 2/28 - New Streamsets technote created

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Document Information

Modified date:
03 March 2025

UID

ibm17184528

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