Product Support Details for IBM Confluent - Cloud, Private Cloud, Platform, Platform for Z and LinuxOne and IBM WarpStream
Product List
Supported Language
US English
Contact Information
Cloud - How to access the support portal from Confluent Cloud
To manage Support users, follow the self-serve process documented here: Manage user identities on Confluent Cloud | Confluent Documentation
Platform, Private Cloud and WarpStream - The “Welcome to Confluent” email will contain a link that includes how to login and where to “initialize your password and sign-in."
To manage Support users, follow the self-serve process documented here: https://support.confluent.io/hc/en-us/articles/32576184874388-Manage-Your-Own-Users-and-Support-Organization-on-the-Support-Portal
How to submit a Support Request- https://docs.confluent.io/cloud/current/support.html#request-support
Confluent Support Portal:
https://confluent.zendesk.com
Confluent Support Request Essential Data
Hours of Operation
IBM Support Business Hours
- IBM’s standard support hours follow the local business hours of your country and time zone.
- Examples:
- North America: 8:00 AM – 5:00 PM
- Parts of Asia and Europe: 9:00 AM – 6:00 PM
- These hours apply Monday through Friday, excluding national or statutory holidays.
- Examples:
Off‑Shift Hours
- For offerings that include 24×7 response, off‑shift hours are defined as any time outside the normal business hours listed above.
Visit the IBM Support Guide for more details.
Severity Definitions
Confluent, an IBM Company will use commercially reasonable efforts to respond to cases raised by your authorized contacts within the criteria specified for your offering. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to resolve your request. Be sure you and your support professional agree on what the next action is and when the next checkpoint will be. Cases opened outside Business Hours that do not qualify for 24x7 response will be responded to the next business day.
Confluent Contracts - https://www.confluent.io/contracts/
Escalation Process
If at any point in our service process you feel we are not meeting your needs, you may call our attention to your case.
How to Escalate a Support Request - https://support.confluent.io/hc/en-us/articles/15698579524500-How-to-Escalate-a-Support-Request
Enhancement Request Process
Visit the IBM Ideas Portal to view of all of your submitted, voted or commented on ideas for any IBM product supported by an Aha! product portal.
Additional Information
Was this topic helpful?
Document Information
Modified date:
01 May 2026
Document Number
ibm17262649