Product Support Details for Confluent Cloud for Government, IBM Confluent Private Cloud - US-Only Support, IBM Confluent Platform - US-Only Support, and IBM Confluent Platform for Z and LinuxONE - US-Only Support
Product List
Supported Language
US English
Contact Information
To log in Welcome to Confluent Support Portal
Confluent Cloud for Government
Confluent Platform - US-Only Support and Self-Managed Components
Confluent Platform - US-Only Support, Confluent Platform for Z and LinuxONE - US-Only Support and Confluent Private Cloud - US-Only Support
How to access the support portal for Confluent Platform - US-Only Support
In order to receive US-Only Support as further described below, you MUST use the linked portal and not IBM’s Customer Support Portal.
Customers will be provided technical support by US citizens or persons. Customer acknowledges this may impact Confluent’s ability to respond to support tickets within service level objectives. Resolution of certain tickets may require participation of non-U.S. citizen personnel outside the Confluent support organization or the support portal; Confluent will make reasonable efforts to notify support portal users in such situations. Customer is prohibited from submitting information or data subject to specific controls or dissemination restrictions (e.g., CUI, ITAR/EAR information) to Confluent, and Customer is responsible for redacting all such information when submitting support tickets, diagnostic data, and related information.
To manage Support users, follow the self-serve process documented here: Manage user identities on Confluent Cloud | Confluent Documentation
The “Welcome to Confluent” email will contain a link that includes how to login and where to “initialize your password and sign-in."
Support Request Guidelines:
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
- These hours apply Monday through Friday, excluding national or statutory holidays.
- Examples:
Off-Shift Hours
For an IBM Severity 1 (Sev 1) which means a business-critical production system is down or inoperable. IBM commits to a 2-hour target response time and will page out a US Citizen Support engineer to assist.
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.
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 all of your submitted, voted or commented on ideas for any IBM product supported by an Aha! product portal.
Additional Information
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Document Information
Modified date:
13 June 2026
Document Number
ibm17268454