Basic support is for environments or workloads where traditional severity levels don't apply, or specific response times are not needed. All customers of IBM Cloud are provided basic ticketing support with their trial or paid services. With this support level, no response time objectives are given.
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 an IBM Cloud account that have purchased standard support can open a support ticket. IBM Cloud Dedicated and IBM Cloud Local customers receive standard support.
Premium support is for mission-critical environments that have a strategic dependence on IBM Cloud. 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 an IBM Cloud account that have purchased premium support can open a support ticket.