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      Support

      Tier level: Information

      I want to contact:

    • Sales

      • I need help with:

    • My account or logging in
    • Billing

      • I need technical support for:

    • Cloud Foundry Apps
    • Containers
    • OpenWhisk
    • Web and Mobile
    • Finance
    • Data & Analytics
    • Watson
    • Internet of Things
    • APIs
    • Network
    • Storage
    • Security
    • DevOps
    • Application Services
    • Integrate
    • Media & CDN
    • Schematics

      • Not sure?

    • Something else

    Tier level: Information

    Region

    Bluemix organization

    Bluemix space

    IBMid

    Invoice number

    Category Resource

    Subject*

    Brief description*

    Include an attachment
    (Up to 10 files and 25 MB total)

    Include another email address

    Add email

    Your ticket will be submitted with a low severity.


    Is your request more urgent?

    Change the severity and submit.

    To submit high-severity (level 1, 2, and 3) tickets, upgrade to Standard Support by contacting sales@bluemix.net

    Lowest

    Highest

    4

    3

    2

    1

    Upgrade to Standard Support to set a higher severity.
    Severity Level 1 (Highest)Information
    · Initial response time objective: 1 business hour
    24x7, Monday to Sunday
    · Application not accessible by your clients
    · Data corruption

    You must be continuously available to work with Bluemix Support to maintain this level of response. If you are not able to respond within 1 hour, Support reserves the right to reduce the severity.

    Severity Level 2Information
    · Initial response time objective: 2 business hours
    Sunday 10:00 PM GMT to Saturday 12:00 AM GMT
    · Application errors affecting multiple users
    · Login problems for individual users
    Severity Level 3Information
    · Initial response time objective: 4 business hours
    Sunday 10:00 PM GMT to Saturday 12:00 AM GMT
    · General issues
    · Application errors or problems affecting individual users
    Severity Level 4 (Lowest)Information
    · Initial response time objective: 1 Business Day
    Sunday 10:00 PM GMT to Saturday 12:00 AM GMT
    · Minor application issues
    · How-to questions
    · Requests for enhancements
    ​Only trial users and accounts with an active support subscription can create high-severity tickets.

    Do you want to add Support?
    To submit high-severity (level 1, 2, and 3) tickets, upgrade to Standard Support by contacting sales@bluemix.net

    Severity Level 1 (Highest)

    · Initial response time objective: 1 business hour
    24x7, Monday to Sunday
    · Application not accessible by your clients
    · Data corruption

    You must be continuously available to work with Bluemix Support to maintain this level of response. If you are not able to respond within 1 hour, Support reserves the right to reduce the severity.

    Severity Level 2

    · Initial response time objective: 2 business hours
    Sunday 10:00 PM GMT to Saturday 12:00 AM GMT
    · Application errors affecting multiple users
    · Login problems for individual users

    Severity Level 3

    · Initial response time objective: 4 business hours
    Sunday 10:00 PM GMT to Saturday 12:00 AM GMT
    · General issues
    · Application errors or problems affecting individual users
    Severity Level 4 (Lowest)
    · Initial response time objective: 1 Business Day
    Sunday 10:00 PM GMT to Saturday 12:00 AM GMT
    · Minor application issues
    · How-to questions
    · Requests for enhancements

    Tier level:

    Want to upgrade?

    To upgrade to Standard or Premium support, contact sales@bluemix.net.

    Basic

    Basic support is for environments or workloads where traditional severity levels don't apply, or specific response times are not needed. All customers of Bluemix are provided basic ticketing support with their trial or paid services. With this support level, no response time objectives are given.

    Standard

    Standard support is a good fit for environments with a limited number of business-critical applications. Ticket severity assignment, priority access, and response time objectives are provided. All customers in a Bluemix account that have purchased standard support can open a support ticket. Bluemix Dedicated and Bluemix Local customers receive standard support.

    Premium

    Premium support is for mission-critical environments that have a strategic dependence on Bluemix. Premium support provides ticket severity assignment, priority access, rapid response time objectives, and an assigned client success manager. A client success manager acts as an initial escalation point for problems, if needed, and provides technical coordination between you and IBM. All customers in a Bluemix account that have purchased premium support can open a support ticket.

    Thank you!

    Ticket number:

    We'll be in touch by email soon.

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