Getting Started

Introduction to Kyndryl Bridge

Overview
Published On May 14, 2026 - 8:41 AM

Overview

Understand what the Kyndryl Bridge support framework is, including contact mechanisms, response times, security levels, and documentation. 
The Kyndryl Bridge technical support team aims at prioritizing users' satisfaction when facing problems with your services. We have a team of highly skilled and experienced support engineers working around the clock to provide users with 24x7 support for resolving any critical issues.

Support framework

Submit a support ticket
Kyndryl Bridge provides a support ticket customer experience, allowing users to report issues within the Kyndryl Platform. This approach ensures a structured and organized handling of customer needs, resulting in efficient problem resolution. By using the intake form to create a support ticket, the Kyndryl Bridge Support team optimizes operations, enhances efficiency, and upholds a high standard of customer service. This service offers the following benefits:
  • Effective organization and management of customer issues.
  • Centralized communication platform between customers and support agents.
  • Efficient issue prioritization.
  • Enhanced customer satisfaction by addressing customer concerns promptly and effectively.
For a comprehensive step-by-step guideline on how to complete the support request form, see support tickets.
Creating a support ticket is restricted only to users with an Enterprise account. By limiting access, we maintain the integrity of the system and ensure that we provide the level of support needed for customers and users. If you do not have a Kyndryl Bridge account, visit the portal page and sign up for an account.
Contact us
Kyndryl Bridge technical support team can be contacted by any users that have already registered with a Kyndryl Bridge account. From the Kyndryl Bridge Home page, you can fill out a contact support form to reach out to the support team and they can better manage your issue. This allows users who are not logged in or users who can’t have access to their account contact the Support team to receive help. When requesting support, make sure to have your Kyndryl email handy. For security reasons, a verification code is sent to validate the authenticity of your request. The verification code has a 5-minute expiration validity. However, the user has the capability to send a new code after the expiration.
  1. From the Kyndryl Bridge Home page, go to the global navigation bar and select the
    Support
    icon.
  2. Select
    Support Requests
    .
  3. A new window opens. Add your Kyndryl Bridge email and click
    Next
    . A message validating the email is displayed.
    A Kyndryl Bridge account is required before contacting the support team. If you receive the following message: "We're sorry, but we couldn't locate your email address" while entering you email address, confirm that the email is correct (for existing users) or click the 
    Create one for free!
     link to register with Kyndryl Bridge (in case you do not have an account yet).
  4. A verification code has been sent to the email account you added previously. Go to your Kyndryl Bridge inbox and look for the unique one-time code that is only valid for 5 minutes.
  5. Add the 8-digit code and click
    Next
    . A message validating the code is displayed.
  6. The email is automatically displayed in the support request form. Add your
    full name
     and a
    description
     of your issue (100 characters maximum).
  7. Click
    Send Request
    . A message validating the request is displayed. Once the request is submitted, a message is displayed in the form, and you can now close this window. Additionally, an email will be sent confirming the request has been received.
The submitted information is used to track the form's details and is assigned to the dedicated Kyndryl Bridge Support team. This ticket will be designated a medium impact and moderate urgency by default.
From this point on, all communication between you and the Support team will be via email. The Kyndryl Bridge team will contact you with more details about how to resolve your issue.
After you have been granted access, start using the Support Requests option. This support mechanism allows the Kyndryl Bridge team to better assess and respond to your issues. Additionally, you can manage your support tickets and communicate with the Kyndryl Bridge Support team directly and expeditiously via Console.
Users who cannot contact Kyndryl Bridge support via the previously described mechanisms, can reach the support team by directing their queries to the dedicated mailbox. Kyndryl Bridge Support team will diligently monitor, triage, and promptly evaluate users’ queries.
Status of request
Kyndryl Bridge technical support team will update users on the status of their request. However, users can always provide additional information or request updates by replying to the email received from support, or accessing Kyndryl Bridge
Console
 (exclusively available for users with a Kyndryl Bridge Enterprise account or Personal account).
Priority levels
To ensure effective prioritization of the request, Kyndryl Bridge has implemented a system of service request priority levels along with clear definitions for each level. When submitting a support request, indicate the impact and urgency. This information will enable us to assess the priority of the request accurately, using the following priority levels as guidelines:
Priority
Description
Priority 1
A complete business-down situation or single critical failure with high financial impact. The customer is unable to operate.
  • The Kyndryl Bridge Platform is inaccessible.
  • No access to service providers through Bridge.
  • Global outage affecting all service providers and the Bridge platform.
  • Direct service provider URLs and Bridge services are inaccessible.
  • Data breach, security compromise, or platform hack.
  • Impact affecting multiple accounts or multiple countries.
Priority 2
A significant issue affecting core functionality or major components of Kyndryl Bridge. Business operations continue but are severely impacted.
  • A major feature or capability is unusable.
  • A defect affecting a key business function.
  • Platform instability impacting optimal usage.
  • All users within an account cannot log in.
  • A specific account is fully down.
  • A UI page renders in more than 10 seconds but less than 20 seconds.
  • More than 20% of the screen fails to render or function properly.
Priority 3
Core operations remain functional, but specific components affect the efficiency of one or more users.
  • Specific UI features not working as expected. For example: search and sorting.
  • A UI page renders in more than 5 seconds but less than 10 seconds.
  • Issues submitted via the Kyndryl Bridge Support mailbox.
Priority 4
Minor issues or inconveniences with clear workarounds available.
  • Navigation issue from the landing page, but functional through alternate paths.
  • Missing or mispelled text labels.
  • Minor visual issues, such as colors, fonts, or sizing inconsistencies.
Response times
For support tickets submitted within the Kyndryl Bridge Platform, outlined below are the expected response times or Service Level Agreement (SLAs) corresponding to different priority levels:
The following response times is a target for initial response. This does not account for any additional time required by the service providers to meet their individual SLAs.
Priority Levels
Response Time
Response Resolution
Priority 1: Severe
30 minutes + service provider time taken
4 hours
Priority 2: Major
1 hour + service provider time taken
2 business days
Priority 3: Minor
1 business day + service provider time taken
3 business days
Priority 4: Minimal
3 business days + service provider time taken
7 business days
Support email queries will come into the support team with a priority 3 response time. They will be appropriately triaged and new priority will be assigned, if necessary.
Support window
The Kyndryl Bridge Support team, consisting of technical resources located worldwide, operates around the clock, 24x7, to assist with critical issues and requests. Regardless of the users’ time zone or location, the Kyndryl Bridge Support team is available and ready to help whenever needed.

Creating support tickets

To learn how to create a support ticket, see Support tickets.

Managing support tickets

To learn how to manage support tickets, see Managing support tickets.

Documentation

  • Kyndryl Bridge product documentation with details of all its capabilities is available at Kyndryl Docs.
  • To review the frequently asked inquiries regarding Kyndryl Bridge and their services, see FAQs
  • To learn more about Services Catalog, see Services Catalog.
  • To learn more about Console, see Console.
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