News
Abstract
This newsletter announces the migration of HashiCorp support to the IBM support site. A transition date has been set of March 30, 2026 for the cut-over from Zendesk support to the IBM support portal. This newsletter details the changes, how to prepare for the change and if needed how to request assistance with the transition process.
Content
As part of the integration of HashiCorp 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 Zendesk or 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 30, 2026. Creating your IBM ID beforehand would require you to manually provide your customer number. After March 30, 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 Zendesk. 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 HashiCorp 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 HashiCorp 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
- 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.
- 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 HashiCorp 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
- 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)
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 of March 27-30, 2026. There is no downtime for customers. Until go-live (March 30th), continue to work as usual through your usual support portals (Zendesk and related support processes).
- 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.
- 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.
- 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.
Update log:
- 1/7/2026 - minor updates
- 12/17/2025 - published
- 12/09/2025 - Initial draft
Was this topic helpful?
Document Information
Modified date:
08 January 2026
UID
ibm17254264