Accessing the Confluent Support Portal

This page describes how to access the Confluent customer support portal.

Accessing the support portal

The level of support depends on the support plan that your organization has purchased. Confluent offers two levels of support for the WarpStream product: Business and Premier support plans.

By default, only the "primary contact" for a given WarpStream account initially has access to the support portal when your support plan is configured. If you are the primary contact, you will receive an invitation email to join your support portal account when your support entitlement is configured.

The Confluent support portal can be accessed by clicking the "Support" icon in the left nav of the WarpStream Console, or by navigating directly to the support portal. From there, you can log into your support portal account and file tickets.

For a detailed guide on how to use Confluent's support systems, log in to the support portal, then navigate to the Knowledge Base article titled "Welcome to Confluent Support".

Inviting users to join a support org

Support portal users can invite other users. Those users will then receive an invitation email and be able to file tickets in the support portal, and can also invite other users.

When your initial support entitlement is configured, only the "primary contact" has access to the support portal. When you receive this initial invitation, the best practice is to immediately invite the rest of your team so that they will have access to file tickets in the future.

More information can be found in this Knowledge Base article.

Filing a ticket

To request support:

1. Log in to the support portal using the email address associated with your support portal account.

2. In the upper right corner, select SUBMIT A REQUEST.

3. Under Submit a Request provide details for your issue and then click SUBMIT.

   • In Support Organization, choose the organization for which you have an issue (if you are a member of more than one organization). Your WarpStream organization name will start with the prefix ti_.

   • In Subject, enter a short description of the issue.

   • From Assistance Type, select a category that best describes your issue or choose the other category.

   • (Optional) Add emails for users in the organization that have a Confluent Support Portal account.

   • In Description, add details about your issue.

   • (Optional) Add supporting documents as attachments.

You receive responses in a time frame specified by the support plan-level for your organization.