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| lastupdated | 2018-01-11 |
{:shortdesc: .shortdesc} {:codeblock: .codeblock} {:screen: .screen} {:tip: .tip} {:new_window: target="_blank"}
{: #gs_supoverview}
All {{site.data.keyword.Bluemix}} customers are provided with free technical support through communities and blogs. Additional types of support that are available to you, and when they are available, depend on the level of support on your account. {:shortdesc}
You can access available support options, such as the {{site.data.keyword.Bluemix_notm}} community or Stack Overflow for technical issues, from the {{site.data.keyword.Bluemix_notm}} console Support Center. The level of support you have selected for your account determines the options that you see in the Support Center. See Using the Support Center for more information. The level of support you have selected for your account also determines the severity you can assign to support tickets when you contact customer support. See How are tickets assigned and weighted? for more information.
{: #typesofsupport}
Different levels of support are provided for {{site.data.keyword.Bluemix_notm}} Public to meet different customer needs. Support levels differ between premium, standard, basic, and promo as described in the following sections.
{: #premium-support}
Premium support is provided for mission-critical environments that have a strategic dependence on {{site.data.keyword.Bluemix_notm}}.
| Severity support | Support language | Assigned client success manager (CSM) | Toll free call in numbers |
|---|---|---|---|
| 1-4 severity included | English, Japanese | Included at 8 hours per week | Included |
| {: caption="Table 1. Premium support" caption-side="top"} |
{: #standard-support}
Standard support is provided for environments with a limited number of business-critical applications. {{site.data.keyword.Bluemix_notm}} Dedicated and {{site.data.keyword.Bluemix_notm}} Local customers receive standard support.
| Severity support | Support language | Assigned client success manager (CSM) | Toll free call in numbers |
|---|---|---|---|
| 1-4 severity included | English, Japanese | Not included | Not included |
| {: caption="Table 2. Standard support" caption-side="top"} |
{: #basic-support}
Basic support is provided for non-production environments or workloads where traditional severities and response times are not needed.
| Severity support | Support language | Assigned client success manager (CSM) | Toll free call in numbers |
|---|---|---|---|
| Only severity 4 supported | English | Not included | Not included |
| {: caption="Table 3. Basic support" caption-side="top"} |
{: #trial-support}
Promo support is provided for all trial customers of {{site.data.keyword.Bluemix_notm}}.
| Severity support | Support language | Assigned client success manager (CSM) | Toll free call in numbers |
|---|---|---|---|
| Only severity 4 supported | English | Not included | Not included |
| {: caption="Table 4. Promo support" caption-side="top"} |
Important: Support in the Japanese language is available for severity 2-4 tickets on Monday through Friday from 9:00 a.m. to 5:00 p.m. JST, excluding national or statutory holidays. Community and third-party services are excluded. Severity 1 tickets are addressed in English only.
{: #survey}
IBM periodically sends surveys to {{site.data.keyword.Bluemix_notm}} customers to obtain their feedback on recent experiences with customer support. The survey focuses on the support quality and the overall experience. IBM management reviews the survey results to improve the support experience.