News
Abstract
This FAQ provides support-related information for HashiCorp customers as we transition to the IBM Support site.
Content
How do I get access to the IBM Support Site?
An IBM ID is required to gain access to IBM’s Support Site. Once you have created an IBM ID, you can register for an account on the Support Site. When registering on the IBM Support Site, please use the same email address you used for the HashiCorp Support Portal. This page has detailed instructions on how to create an IBM ID and register for the IBM Support Site: https://www.ibm.com/support/pages/node/7254264
How do I open a case with IBM product support?
Cases can be opened from the IBM Support Site once you have registered for an account, or by phone (see the IBM directory to find your local number). For further assistance, check the IBM Support Guide or use the Get Help tile on the bottom right of the Support Site.
How can I access/update my case with IBM product support?
Cases can be accessed from the IBM Support Site once you have registered for an account. When registering on the IBM Support Site please use the same email address you used for the HashiCorp Support Portal.
Where can I find tutorials or videos to learn about the IBM support portal?
Check out the Getting Started and Quick Links page to learn more about IBM support services and helpful getting started videos. For help with the support site, use the GET HELP link at the bottom of the IBM Support page.
Where can I find my IBM Customer number?
Your IBM Customer number can be found on your invoices and other account-related communications from IBM. To view your invoice online visit https://www.ibm.com/support/customer/invoices/welcome.
In order to view your invoice online, you will first need to register your IBM ID account: https://www.ibm.com/account/reg/us-en/signup?formid=urx-19776
How should I register my IBM ID?
All contacts from the HashiCorp Support Portal are being migrated and will be associated with your IBM account. After the migration, your IBM ID will automatically be associated with your customer number and tickets.
Your migrated cases are linked to your IBM account via email address, so it is important that you register with the same email address you used for the HashiCorp Support Portal. To access your cases for the first time you'll have to create your IBM ID and register for the IBM Support Site.
Where can I find IBM support phone numbers?
Your local IBM Support phone number can be found by country on the IBM Directory of Contacts page: https://www.ibm.com/support/pages/directory-contacts
What are the different IBM levels of Support Access?
| 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. |
How do I view cases from other contacts in my account?
In order to view cases from other contacts on your account, you will need Full Access user permissions. Please visit Support Access and "Request Access" which will be routed to your Administrator for approval. See Managing Your Support Account Access for further guidance.
Is there a limit to the number of Support Access users our company can register?
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 HashiCorp product license can create a ticket in the IBM portal as long as they have an IBM ID and have registered for an account on the Support Site.
Where can I find the HashiCorp Knowledge Base articles?
HashiCorp’s knowledge base articles have be moved to IBM Drupal. You can search HashiCorp specific KB articles on the HashiCorp search page.
Where can I find IBM Product Version and Lifecycle information?
We have several resources available for product version details and lifecycle information, including specific information about HashiCorp releases. Below are the key pages to refer to:
IBM Software Support Lifecycle Policies – This page outlines IBM's general support lifecycle policies, including support models and durations for IBM software products.
IBM Product Lifecycle Search – This page allows you to search for specific IBM products and view their lifecycle dates.
IBM HashiCorp Self-Managed Product Support Lifecycle Addendum page provides detailed information on support timelines and policies specific to HashiCorp products.
What is the IBM process and criteria for ticket escalation?
The Escalation Process Page details the steps to escalate a case.
Where are IBM support centers located and what languages are supported?
IBM has support centers in multiple countries. However, for HashiCorp, the support locations remain the same as they have been. The HashiCorp support team has transitioned to IBM, but its support locations and centers remain unchanged.
Language support also remains the same. Unless specified and agreed upon in a customer contract, support is provided in English. Some support centers may offer local language support when possible. You can learn more about IBM language support in the IBM Support Guide.
Where can I download HashiCorp software?
HashiCorp software can now be downloaded from IBM Passport Advantage.
Was this topic helpful?
Document Information
Modified date:
20 March 2026
UID
ibm17267028