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 Bridge Support team optimizes operations, enhances efficiency, and upholds a high standard of customer service. This service offers the following benefits:

For a comprehensive step-by-step guideline on how to complete the support request form, see Support tickets.

Kyndryl Bridge technical support team can be contacted by any users that have already registered with a Bridge account. From the Kyndryl Bridge Home page, you can fill out a contact support form to reach out the support team and they can better manage your issue. This allows non-logged users 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.

From the Kyndryl Bridge Home page, go to the global navigation bar and select the
Support
icon.
Select the
Contact Support
option from the menu.
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).
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.
Add the 8-digit code and click
Next
. A message validating the code is displayed.
The email is automatically displayed in the support request form. Add your
full name
and a
description
of your issue (100 characters maximum).
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 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.

Users who cannot contact 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.

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).

To ensure effective prioritization of the request, Kyndryl Bridge has implemented a system of service request severity 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 severity of the request accurately, using the following severity levels as guidelines:

For support tickets submitted within the Bridge Platform, outlined below are the expected response times or Service Level Agreement (SLAs) corresponding to different severity levels:

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 Bridge Support team is available and ready to help whenever needed.

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

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