I am trying to convert my phpBB 3 site, I purchased a cloud plan last night and read thru the guide.  It says to submit a ticket to "Hosting" but I can't find any in support drop down.

I submitted to "Account Services" but am wondering if I submitted to the wrong area.  Can I run the converter prior to hearing back?  I don't want to keep my site down any longer than needed. 

You first need convert your site from phpBB to ipb 3.4.x as no converter for 4.0.x then you have two options stay on 3.4.x or upgrade to 4.0.x its very easy to convert any forum x software to ipb on the provision its supported by ipb converter.