DataStax support migrates to the IBM Support Site on February 5th, 2026

As part of the integration of DataStax 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 will no longer access current DataStax Salesforce support.

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. 

• Creating an IBM ID after migration:

  • After February 5th (migration), go to Create an IBMid to create your ID. You will not need your customer number.

• Creating an IBM ID before migration:

  • If you choose to create your ID before migration (February 5th) you will need to enter your customer number. If you don't know your customer number, you may contact your IBM Account Representative or wait to create it after migration where a customer number will not be required.

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

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

• If you are an authorized DataStax 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 DataStax 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

Transition period - February 4th - February 5th; Go live (13:00 PM UTC February 5th, 2026)

The following will be effective on the transition period:

• Please refrain from opening new cases in the DataStax Support portal after 9:00 PM EST on 2/4/2026 (transition period) unless absolutely necessary.

• If you need to open a case during the transition weekend, please first attempt to open your case directly in the IBM support site. See the section "How to prepare for this Change" above for details on creating your IBM ID to use the support site.  If you are not able to create a case in IBM Support, please create your case directly in the DataStax Support Portal

• If you need urgent assistance for Production-down or Severity 1 cases during this time you have the following avenues to get help:

  • Submit an Urgent case in the DataStax Support Portal.

  • Call IBM Support directly for immediate help.   

    • Support contact telephone numbers for your country can be found at www.ibm.com/planetwide. 

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 a DataStax product to view a list of matching products options. For the open source ones, change manufacturer to 'Open Source'

More information on the process to open, update, and manage support cases can be found in the resources below:

Video resources:

• How to Open a Case (4:31 minutes)

• Profile & Settings (4:08 minutes)

• Managing Support Access (3:05 minutes)

• Sorting and Filtering Cases (3:21 minutes)

Online articles:

• How to Open a Support Case

• How to Update Cases

• Adding Users To A Case

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 , submit the issue via the Get help link found at the bottom of the page in the "Still have questions?" section. If you are unable to access the IBM Support Site, you can also open a case by phone  IBM Directory of worldwide contacts.