"The Basic Support tier is free to all IBM Cloud customers. Big Blue describes it as "Basic business protection that is included with your IBM Cloud Pay-As-You-Go or Subscription account." The service is well-named as it includes the ability to raise cases with IBM's support team 24x7, but doesn't include a guaranteed initial response time or a dedicated account manager."
"The email advises customers that wish to stay on the Basic Support tier that they can continue using the watsonx-powered IBM Cloud AI Assistant that Big Blue upgraded earlier this year. The ancient IT company also promises that, come January 2026, it will launch a tool called "Report an Issue" that offers "faster issue routing", and that an expanded library of support documentation will "provide deeper self-help content.""
IBM Cloud will convert its free Basic Support tier to a self-service model in January 2026. Basic Support currently allows customers to raise cases 24x7 but lacks guaranteed initial response times and dedicated account managers. After the change, users will lose the ability to open or escalate technical support cases through the portal or APIs, but will be able to self-report service issues via the Cloud Console and open billing and account cases. The Basic tier will retain access to the watsonx-powered IBM Cloud AI Assistant. IBM will launch a "Report an Issue" tool with faster routing and expand support documentation. Paid support plans start at $200/month for technical support and faster response.
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