Table of Contents
Overview
4
Scope of Support
5
2.1 Maintenance Services
5
2.1.1 Custom Usage or Deployment
6
2.1.2 Development Tools
6
2.1.3 Third-Party Software
6
2.2 Support Definitions
6
2.2.1 Case
6
2.2.2 Defect
6
2.2.3 Enhancement
7
2.3 Support Service with Annual Case Limits
7
Support Policies
8
3.1 Version Support Policy
8
3.2 Product Retirement or ‘End-of-Life’ Policy
9
3.3 TIBCO® Extended Support Program
10
3.4 Virtualized and Public Cloud Environment Support
11
3.5 Platform Support Policy
12
3.6 TIBCO Security Policy
13
3.6.1 Public Security Notices
13
3.6.2 Security Advisories
13
3.7 TIBCO Jaspersoft® Patch Policies
13
3.7.1 Community Projects
13
3.7.2 Commercial Products
13
4 Before Contacting TIBCO Support
15
4.1 Support Knowledge Base
15
4.2 TIBCO Product Download Site
15
4.3 TIBCO Product Hotfix Downloads
15
4.4 TIBCO Product Documentation
16
4.5 TIBCO Community Forums
16
4.6 TIBCO Cloud Services Status Page
16
4.7 TIBCO Ideas Portal
16
5 Working with TIBCO Support
17
5.1 Support Roles
17
5.1.1 Technical Assistance Center (TAC)
17
5.1.2 Product Support
17
5.1.3 Product Engineering
17
5.1.4 Site Reliability Engineering (applicable to TIBCO Cloud Services)
18
5.2 Register Assigned Contacts
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
18
2
5.3 Contacting TIBCO Support
18
5.4 Creating a Case via support.tibco.com
19
5.4.1 Define the Problem
20
5.4.2 Provide Background Information
20
5.4.3 Upload Available Diagnostic Information
20
5.5 Creating a Case via cloud.tibco.com
21
5.6 Processing and Responding to Cases
21
5.6.1 Initial Response
21
5.6.2 Follow-up Response
21
5.6.3 Case Statuses
22
5.7 Investigating and Resolving a Case
23
5.7.1 Defect
23
5.7.2 Enhancement
24
6 Escalating to TIBCO Support
25
6.1 Case Escalations
25
6.2 After-Hours Support
25
6.3 Contacting TIBCO Support Management
26
7 Customer Satisfaction
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
27
3
1 Overview
TIBCO is dedicated to the success of our customers and partners by providing timely
responses to problems with TIBCO software products. TIBCO's highly skilled support
engineers are well versed in TIBCO's software products. TIBCO's support services group is a
global organization that uses a "follow-the-sun" model to ensure that support is available
whenever it is needed. Support centers and staff are located around the world to support all
the TIBCO product lines.
In the event you have contracted for Business Hours Support services (for example, Bronze
Maintenance or Standard Subscription), the supported time zone assigned for Service Hours
will be based on the TIBCO software delivery address for your company.
Support services are subject to all terms and definitions outlined at https://terms.tibco.com
which includes the following ●
Maintenance terms: https://terms.tibco.com/#maintenance
●
Cloud Service terms: https://terms.tibco.com/#cloud-services
●
TIBCO Support Website Terms of Use: https://www.tibco.com/company/terms-of-use
●
Customer Privacy and Security Statement: https://www.tibco.com/company/privacy and
https://www.tibco.com/company/customer-privacy-security-statement
●
Service Levels Guide: https://terms.tibco.com/#service-level-guide
●
Equipment terms: https://terms.tibco.com/#equipment-terms and
https://www.tibco.com/resources/datasheet/equipment-maintenance-program-guide
●
TIBCO Security Guidelines: https://terms.tibco.com/#security-guidelines
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
4
2 Scope of Support
TIBCO Support will use commercially reasonable efforts to resolve matters according to the
problem
Severity
level
as
defined
in
the
Service
Levels
Guide
(https://terms.tibco.com/#service-level-guide). All communications will be in English. The
“Customer” shall have the same meaning as defined for the customer company entity or
partner licensed to use the Licensor Software (“TIBCO Software” or “Software”) in any
license or maintenance agreement under which “Maintenance” is provided.
2.1 Maintenance Services
“Maintenance” means the provision of product updates and technical support services and
can be provided for Perpetual or Term Licenses, Subscription and Cloud Services (see
https://terms.tibco.com). TIBCO will notify the Customer in writing in the event that
Maintenance is materially affected by TIBCO’s licensor(s).
In addition to https://terms.tibco.com, Maintenance services are subject to all TIBCO
Support policies as outlined in Support Policies.
TIBCO Support provides support for:
●
Installation problems
●
Documented features and functionality
●
Issues encountered while using the product
●
Configuration errors
●
Product troubleshooting and diagnosis
TIBCO Support does not provide support for:
●
Modified installers or deployment packages
●
Product customizations or code development
●
System and network design
●
Design and implementation of development, release, or security policies and practices
●
Release candidate or preview features
●
Undocumented features or functionality
●
Uncertified platforms
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
5
2.1.1 Custom Usage or Deployment
Customers are responsible for their own customized usage or deployment of TIBCO software,
operating system and hardware set-up, third-party (e.g. database) software configuration and
other environment-specific systems. TIBCO Support is not required to aid in troubleshooting
the configuration or usage of non-TIBCO software.
2.1.2 Development Tools
With respect to TIBCO’s APIs (Application Programming Interface) and SDKs (Software
Development Kit), TIBCO’s proprietary methods, functions, and variables return results as
documented in the respective product documentation. TIBCO Support does not provide
assistance for Customer’s own application, code, system configuration, or issues that result
from conflicts therein.
2.1.3 Third-Party Software
TIBCO may recommend the use of software or other tools by third-party companies for
troubleshooting, data collection or analysis to aid in the resolution of technical issues involving
TIBCO software.
While we endeavor to recommend reliable tools from trustworthy,
well-known companies, TIBCO does not guarantee the performance of such software or tools,
and is not responsible for any loss, damage, or failure that results from using such software or
tools. Customers use such third-party software or tools at their own risk and in accordance to
the terms set forth by the third-party company.
2.2 Support Definitions
2.2.1 Case
A “case” is a problem report involving a TIBCO product and includes suspected defects and
feature requests. A case should include a summary and detailed description of the issue. For
more information, please refer to Creating a Case.
2.2.2 Defect
If a Customer’s case results in a defect being confirmed in a TIBCO product then TIBCO
Support will create an internal ticket for engineering to track and fix in an upcoming release of
the software. For more details about how defects are handled, please refer to Defect.
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
6
2.2.3 Enhancement
An enhancement request is a recommendation for future product enhancement, or a request
to add official support for features that do not currently exist in the software. Engineering will
take enhancement requests into consideration during the product management process, but
has no obligation to deliver on any feature changes. For more details about how
enhancements are handled, please refer to Enhancement.
2.3 Support Service with Annual Case Limits
Some service levels have a limit on the number of cases that can be reported to TIBCO
Support within a given year. For details on which service levels include annual case limits,
please refer to the Service Levels Guide (https://terms.tibco.com/#service-level-guide).
If you are unsure how many cases you have used or whether you have used all of your cases
and need to purchase additional cases, please contact TIBCO Support.
For customers with TIBCO Jaspersoft® Maintenance and who wish to report a defect or
enhancement, but do not want the issue to impact the number of “remaining cases” that they
are entitled to, then the defect/enhancement can be reported through the public channels
available to the Jaspersoft Community (http://community.jaspersoft.com/bug-tracker).
Defects reported via the Jaspersoft Community will be addressed based on standard
prioritization guidelines, and timing will be dependent upon the availability of resources.
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
7
3 Support Policies
3.1 Version Support Policy
When a TIBCO product is retired, TIBCO will no longer accept cases on any version of that
product.
Customers are provided advance written notice (up to twelve months) of a
product’s retirement.
This information is published as a Retirement Notice under the
Knowledge Base section of the TIBCO Support Portal (https://support.tibco.com/).
A Customer’s Maintenance agreement with TIBCO contains terms relating to how long
TIBCO will provide Maintenance for a product version.
When a version of a TIBCO product is no longer covered by Maintenance, it means that
fixes will no longer be generally available for that version. TIBCO Support will continue to
accept cases (defined in Creating a Case) for that product version up to 3 years from the
Generally Available (GA) date and, when feasible, will attempt to provide the Customer
with reasonable assistance to troubleshoot and resolve the problem. Engineering will only
evaluate reported issues in TIBCO product versions that are still under Maintenance.
For specific product version support information, please refer to the Product Information
page on the TIBCO Support Portal (https://support.tibco.com/) where you will find links to
the following documents:
http://supportinfo.tibco.com/docs/TIBCOEndofSupportInformation.pdf
http://supportinfo.tibco.com/docs/TIBCOEndofSupportInformation-Integration.pdf
Some release versions of TIBCO products are designated as either Long Term Support
(LTS) versions or Mainstream (MS) versions. LTS versions are typically supported for an
extended period of time, when compared to MS versions, which occur frequently to
accelerate the availability of new features.
For more information on these version support
policies, please refer to:
●
TIBCO Data Virtualization Release Policy https://docs.tibco.com/pub/tdv/general/LTS/tdv_LTS_releases.htm
●
TIBCO Jaspersoft LTS Release Policy https://docs.tibco.com/pub/jaspersoft/general/LTS/jaspersoft_LTS_releases.html
●
TIBCO Spotfire LTS Release Policy https://docs.tibco.com/pub/spotfire/general/LTS/spotfire_LTS_releases.htm
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
8
●
TIBCO Streaming LTS Release Policy https://docs.tibco.com/pub/str/10.6.1/doc/html/welcome/support-policy.html
When a Customer:
●
encounters a known defect, which is already corrected in the most current or a
supported version of the Licensor Software, the Customer will need to upgrade to the
most current or supported version of the Licensor Software to obtain the fix; or
●
discovers an unknown defect, engineering will make the fix in the most current
version of the Licensor Software and the Customer will need to upgrade to that
version to obtain the fix.
Additionally, with typically 12 months prior notice, TIBCO may announce the end of support
(i.e. stop accepting problem reports) on significantly older versions by publishing a
Retirement Notice on the TIBCO Support Portal (https://support.tibco.com/). Even in such
a situation, access to the knowledge base of the older versions is always available to a
Customer currently under Maintenance.
A Customer may submit a case via the TIBCO
Support Portal to request a product version be included under the TIBCO Extended Support
Program.
3.2 Product Retirement or ‘End-of-Life’ Policy
When a TIBCO product is retired, TIBCO will no longer accept cases on any version of that
product. Customers are provided advance written notice (up to twelve months) of a
product’s retirement. This information is published as a Retirement Notice under the
Knowledge Base section of the TIBCO Support Portal (https://support.tibco.com/).
Customers may subscribe to receive email alerts when Retirement Notices are published or
updated. This can be done via the Product Interests and Knowledge Base Subscriptions
page on the portal.
End of Support Information for TIBCO Product Versions is available at:
http://supportinfo.tibco.com/docs/TIBCOEndofSupportInformation.pdf
http://supportinfo.tibco.com/docs/TIBCOEndofSupportInformation-Integration.pdf
For Jaspersoft support policies, please refer to:
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
9
https://www.jaspersoft.com/end-life-policies
https://www.jaspersoft.com/product-patch-policies
3.3 TIBCO® Extended Support Program
TIBCO may offer Customers extended Maintenance and support on certain TIBCO product
versions. Product versions eligible for Extended Support can be found in:
http://supportinfo.tibco.com/docs/TIBCOEndofSupportInformation.pdf
http://supportinfo.tibco.com/docs/TIBCOEndofSupportInformation-Integration.pdf
Customers may contact TIBCO Renewals (renewals@tibco.com) to request Maintenance for
any product version listed offering Extended Support.
The scope and terms of extended Maintenance include:
●
The ability to submit cases for eligible product versions.
●
TIBCO assistance providing workarounds and available fixes for issues reported;
staging of issues by TIBCO will be on the latest version of eligible product(s).
●
Maintenance service level initial response and follow-up response times are according
to Customers’ existing Maintenance service level.
●
Support cases that involve platforms with support limitations will be subject to the
Platform Support policy.
The scope and terms of extended Maintenance exclude:
●
Enhancements, service packs, or defect corrections
●
Support for new platforms (database versions, operating system versions, TIBCO
infrastructure products, etc.)
●
Back porting of any fixes (including, but not limited to, bug or security fixes) from
later product versions
●
Partners participating in the TIBCO Partner Program.
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
10
Extended Maintenance is subject to eligibility requirements. Please contact your TIBCO Sales
Account Executive or the TIBCO Maintenance Renewal team at renewals@tibco.com or more
information.
TIBCO reserves the right, at its discretion, without notice of any kind, to change products and
product versions included in any extended Maintenance product version list. Changes to the
extended Maintenance product version list will have no impact during any Maintenance term
for which TIBCO Extended Support Program Maintenance fees have already been paid.
3.4 Virtualized and Public Cloud Environment Support
Although TIBCO does not include all virtualized or public cloud environments in our product
test plans, and subject to there being no more than minimal differences in price, features,
functionality and quantity, we will support Licensor Software in any virtualized or public
cloud environment if the following criteria are met:
●
The operating system running in the virtualized or public cloud environment is
supported by TIBCO for Licensor Software version in question, and
●
The virtualized or public cloud environment being used is officially certified and
approved by the operating system vendor in question, and
●
The virtualized or public cloud environment presents a true image of the native
operating system, and
●
The virtualized or public cloud environment provides sufficient resources, including CPU
cycles, storage latency and network bandwidth to support the desired product
workload.
Exceptions to this general policy include:
●
Use of Multicast or Broadcast network communication is not supported in any product.
o
E.g., we do not support running TIBCO Rendezvous® daemons (e.g., RVD,
RVRD, etc.) with multicast or broadcast communication in virtualized or public
cloud environments for stability reasons.
●
TIBCO ActiveSpaces® version 2.x: We support remote clients in virtualized or public
cloud environments. We support but strongly recommend against running any
processes that are not remote clients in virtualized or public cloud environments for
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
11
stability reasons. These processes include peers such as as-agents and clients that
are fully connected into the cluster.
●
TIBCO does not support VMware® vSphere® vMotion®, taking snapshots of running
systems or restoring from such snapshots.
●
TIBCO does not support preview features or preview tools.
TIBCO does not make any claims for the performance of Licensor Software running in a
virtualized or public cloud environment. If TIBCO suspects that virtualization may be
contributing to a problem under investigation with TIBCO Support, we may ask you to
engage the virtualization or cloud vendor for joint resolution efforts, or demonstrate the
problem without virtualization.
Refer to the individual TIBCO product documentation (https://docs.tibco.com), TIBCO
Community
(https://community.tibco.com)
and
TIBCO
Jaspersoft
Community
(https://community.jaspersoft.com/) for product-specific information related to virtualization
or cloud platforms.
3.5 Platform Support Policy
TIBCO product documentation lists the platforms that are supported when a product version is
released. See https://docs.tibco.com for more information. Support cases will be accepted for
all documented supported platforms, according to Version Support Policy.
Over time, TIBCO’s ability to support some platforms (operating systems/hardware) will be
limited due to certain circumstances, for example:
● the platform is no longer supported by the vendor
● the platform is no longer available to purchase
● the platform has no or minimal use
● the platform is no longer strategic to the direction of the product
When cases are reported against platforms with limited support (during standard support or
extended support), our investigation will be subject to certain limitations. For details regarding
these platforms and limitations, please refer to the following Support Knowledge Article https://support.tibco.com/s/article/Platform-Support-Policy-for-TIBCO-Products
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
12
3.6 TIBCO Security Policy
At TIBCO we take security very seriously and are constantly evaluating and augmenting our
security measures. For more information, please refer to https://www.tibco.com/security.
To report security issues that affect TIBCO products or cloud offerings, see Contacting TIBCO
Support.
3.6.1 Public Security Notices
TIBCO’s response to publicly announced security issues can be found on our Public Notices
page.
3.6.2 Security Advisories
For the purpose of addressing and disclosing vulnerabilities, TIBCO has adopted policies and
practices in alignment with industry best-practices. For TIBCO’s vulnerability disclosure policy,
see https://www.tibco.com/security/vulnerability-disclosure-policy.
TIBCO announces security advisories at https://www.tibco.com/services/support/advisories.
Each published security advisory includes a description of the vulnerability, details of the
impact, systems affected and the solution required to address the vulnerability (usually an
updated product version).
3.7 TIBCO Jaspersoft® Patch Policies
3.7.1 Community Projects
TIBCO does not provide hotfix or customer-specific patch releases on community projects. If
a defect is identified in a community project, the Customer will log the defect and work with
our engineering team to get it addressed in an upcoming release.
All resolutions for
community project defects are made available to customers and community members at the
same time through the community project release process.
3.7.2 Commercial Products
TIBCO delivers defect resolutions through a variety of mechanisms.
If a defect is identified in a commercial product, TIBCO Support will log the defect and work
with the engineering team to address it in an upcoming release. Scheduling of the defect’s
resolution will be based on severity and priority.
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
13
●
The requesting customer has a Professional Premium subscription
●
The requesting customer has a Jaspersoft Enterprise Edition license
●
The reported defect is a high severity issue and/or impacts a significant number of
customers
●
A viable workaround is not available
●
The issue is reported on a product version that is currently eligible for hotfixes. Please
refer to this page for details on eligible product versions:
https://docs.tibco.com/pub/jaspersoft/general/LTS/jaspersoft_LTS_releases.html
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
14
4 Before Contacting TIBCO Support
Prior to contacting TIBCO Support, there are several resources available which may help you
resolve your issue.
4.1 Support Knowledge Base
Before contacting TIBCO Support, we recommend the Customer search our Knowledge Base
on https://support.tibco.com to find articles covering topics such as “frequently asked
questions'', technical solutions, “how-to” instructions and other helpful material relating to
TIBCO products.
The Knowledge Base is also where you will find articles that contain
important information, which may arise after a TIBCO product has been released and
therefore may not be available in the current documentation, release notes or README files
shipped with the product.
They are also used to announce the availability of hotfixes, the
planned retirement of certain products, support policy statements and to publish other
product-related
notices.
The
(https://community.tibco.com/
Customer
and
should
also
check
the
community
https://community.jaspersoft.com/)
and
forums
product
documentation (https://docs.tibco.com) for possible solutions to their issues before reaching
out to TIBCO Support for assistance.
4.2 TIBCO Product Download Site
TIBCO products are available for download from our electronic software delivery service found
at https://edelivery.tibco.com/storefront/index.ep. Customers can sign-in to the site using the
same username and password used to access the TIBCO Support Portal.
Customers with a
current Maintenance contract will automatically be entitled to download products they have
purchased, license keys for products purchased, new releases, product updates and service
pack releases during their active Maintenance period. Any software downloaded from this site
may only be used in accordance with the terms and conditions of your license agreement with
TIBCO Software Inc. Customers can also subscribe to receive email notifications when new
releases are available for products.
4.3 TIBCO Product Hotfix Downloads
TIBCO product hotfixes or patches are available to download on https://support.tibco.com
under Downloads -> Hotfixes. Customers are authorized to download updates on this site only
for those TIBCO products that are expressly included in the terms and conditions of an active
written maintenance and support agreement between you (or your company) and TIBCO. If
such agreement does not expressly include a particular product, Customers may not access or
download updates for that product.
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
15
4.4 TIBCO Product Documentation
TIBCO
product
documentation
https://docs.tibco.com/.
is
available
to
browse
and
download
from
Customers can sign-in to the site using the same username and
password as the TIBCO Support Portal. After selecting particular product documentation, a
customer can click on the Send feedback on documentation link to provide any suggestions
or comments to our technical writers.
4.5 TIBCO Community Forums
TIBCO Community (https://community.tibco.com/) helps to enable our customers and
partners to get the most out of their investment in TIBCO. Customers can sign-in to the site
using the same username and password as the TIBCO Support Portal. The site has content
related to products that showcase key capabilities as well as pointers to plug-ins and
extensions.
The site also gives community users the ability to ask, answer and comment on
questions; share tips, tutorials and other how-to information.
TIBCO
Jaspersoft
customers
can
also
use
TIBCO
Jaspersoft
Community
(https://community.jaspersoft.com/) - a separate login/registration is required for this site.
4.6 TIBCO Cloud Services Status Page
The TIBCO Cloud™ Services status page (https://status.cloud.tibco.com/) shows the status of
TIBCO Cloud services, including any ongoing incidents or scheduled maintenance, as well as a
record of past incidents and maintenance.
From this site, customers can subscribe to receive email notifications whenever TIBCO Cloud
creates, updates or resolves an incident or makes scheduled maintenance announcements.
4.7 TIBCO Ideas Portal
The TIBCO Ideas portal allows a customer to submit a new product idea or feature request,
browse product ideas submitted by other customers, and vote on the ideas most likely to
enhance their usage of the product in the future.
To access the ideas portal, go to
https://ideas.tibco.com or select the Ideas option when logged onto the TIBCO Community
site (https://community.tibco.com/).
(Please note not all TIBCO products are able to submit ideas on the TIBCO Ideas portal. Once
logged on, the available products are listed.)
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
16
5 Working with TIBCO Support
5.1 Support Roles
A case may move through a series of different teams before reaching its conclusion.
The
different support roles and responsibilities are as follows:-
5.1.1 Technical Assistance Center (TAC)
●
Responds to customer phone calls and chats messages
●
Review Cases reported via the TIBCO Support Portal, email, phone or chat from
a Customer authorized contact
●
Validate Customer Maintenance status, product entitlement and check for any
special handling required.
●
Identify type of request, problem definition, products, product versions and
platforms.
●
Determine the severity of the problem and execute any escalation procedures
necessary.
●
Direct problems for resolution to product queues
5.1.2 Product Support
●
Confirm problem and configuration used by the Customer
●
Evaluate against known problems or issues
●
Conduct remote troubleshooting if needed
●
Reproduce the issue in a currently supported environment and provide
workarounds
●
Consult with engineering where required to develop patches and fixes
●
Keep the Case updated at all times
●
Keep the Customer updated on the progress
5.1.3 Product Engineering
●
Provide code-level resolutions to critical problems
●
May develop patches or fixes on the current product release
●
Test and verify functionality and performance
●
Ensure patches and fixes are incorporated into a future product release
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
17
5.1.4 Site Reliability Engineering (applicable to TIBCO Cloud Services)
●
Provide infrastructure level resolution to critical problems
●
May develop workaround or fixes to mitigate service issues
●
Test and verify functionality and performance of the service
●
Ensure product releases are rolled into the production stack
●
Collaborate with and assist Support on issues where information/logs are
needed on relevant components
5.2 Register Assigned Contacts
It is recommended that the Customer establish and maintain an internal support organization
to provide front line support services to their users and that all authorized or dedicated
contacts be trained on TIBCO products in classes provided by TIBCO Educational Services, as
reasonably required by TIBCO to enable the Customer to support licensed TIBCO products.
Step 1:
Identify the assigned or named contacts within your company.
Step 2:
Register at least one management-level individual (for verification and
escalation) as a designated company administrator using the Register link on
the TIBCO Support Portal (https://support.tibco.com/).
Administrators are
responsible for creating user logins and approving or denying Users Pending
Approval that TIBCO Support will notify them about – this is all done within the
portal by clicking on Username -> My Company Users.
Step 3:
Have all assigned contacts review the About Support section on the TIBCO
Support Portal.
5.3 Contacting TIBCO Support
There are three ways to request assistance:
●
TIBCO Support Portal (preferred method): The Customer can click on the Create
New Case button under Cases on the portal (https://support.tibco.com) to submit a
problem report.
The Case will be automatically entered into TIBCO’s Case tracking
system and assigned a unique Case number. This method of submission is the most
efficient as it ensures the accuracy of the information and allows for complete tracking
of the Case with related comments and attachments. TIBCO requires that all Severity
©2022 TIBCO Software, Inc. All Rights Reserved. TIBCO Confidential and Proprietary
18
1 cases be followed up with a phone call to our Technical Assistance Center (TAC) to
ensure immediate attention is given to your issue.
outlined
in
our
Severity Level Definitions are
Service
(https://terms.tibco.com/posts/848144-service-levels-guide).
Levels
Guide
Details on how to
create a Case can be found on the portal under About Support -> Creating a Case.
●
Phone:
Each TIBCO Customer is assigned a regional Technical Assistance Center
(TAC) that they can contact to request support via the phone. The support line phone
numbers for TAC in the APAC, EMEA and Americas regions are listed on the TIBCO
Support Portal under Contact Us, once logged in. A Case will be created in TIBCO’s
Case tracking system by a TAC Specialist and a unique Case number is provided.
●
Chat: The Customer can also engage with a TAC Specialist by clicking on the “Chat
with Support” icon on the Support Portal (https://support.tibco.com). This feature is
available during normal business hours. The TAC Specialist can help address site
access queries, create cases, escalate cases and many other queries via chat.
●
TIBCO Cloud: Users of https://cloud.tibco.com/ can request help from TIBCO
Support by going to ? -> Support and completing the Contact our support team form.
This will create a case with TIBCO Support and a TAC Specialist will issue a login for
the TIBCO Support Portal if one does not already exist - technical support will then be
provided through the case.
5.4 Creating a Case via support.tibco.com
Customers can request assistance on TIBCO products by creating a case on
https://support.tibco.com. A case should include a summary and detailed description of the
issue. When a case is created, TIBCO Support will attempt to reproduce the issue and provide
the following services:
●
Participate in telephone and web conferences as needed to analyze the issue further.
●
Investigate possible workarounds for reported issue, defect or product limitation
●
Ensure the issue is given appropriate visibility internally and prioritized accordingly.
●
Provide frequent updates to the Customer on the progress of the investigation
●
Confer with engineering to determine the appropriate solution.
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5.4.1 Define the Problem
When creating the case, the Customer should articulate the problem and symptoms in a
detailed but concise fashion, including any relevant steps that can be used to reproduce the
issue as well as any steps already taken to try to resolve it. The Customer should then set the
priority and provide business impact details when prompted – TIBCO Support will then set the
severity according to the Severity Level Definitions outlined in our Service Levels Guide
(https://terms.tibco.com/#service-level-guide).
Priority levels are:
●
Urgent: Need help with the highest priority, for blocking issues with critical and
substantial business impact. Must follow up with a phone call to TAC after submitting
the case.
●
High: Need help quickly, for cases with significant business impact
●
Normal: Need help in a timely fashion
●
Low: Not urgent, but would like to report an issue to TIBCO Support.
5.4.2 Provide Background Information
In order to help resolve the issue as quickly as possible, the Customer should provide
information such as the following:
●
TIBCO product(s) and version(s) involved
●
Environment affected
●
Operating system version, type of hardware, database version, JDK etc.
●
Steps that triggered the problem
●
Steps to reproduce the problem
●
Details of any changes that have been made recently that could have triggered the
issue
●
Any error messages received when the problem occurred.
5.4.3 Upload Available Diagnostic Information
The availability of diagnostic information, such as system log files, traces, and data dumps,
will often help TIBCO Support to determine the cause of an error. The Customer should
provide as much of this information as possible. Instructions on how to gather this type of
information can be found in the relevant product documentation and in the Knowledge Base;
or the Customer can ask TIBCO Support for guidance on how to collect and share this
information
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5.5 Creating a Case via cloud.tibco.com
TIBCO Cloud Customers can request assistance by clicking on ? and then on Support on
https://cloud.tibco.com/. This will bring Customers to a form called Contact our support
team. All required details in the form should be completed including a summary and a
detailed description of the issue.
Once the form has been submitted, a case will automatically be created with TIBCO Support.
If the Customer is new to TIBCO Support, a TAC Specialist will issue a login to the TIBCO
Support Portal. All further communication and interaction with TIBCO Support should then be
done via the TIBCO Support Portal.
5.6 Processing and Responding to Cases
Once a case has been created, it may be reviewed by a TAC Specialist to assess and assign
the appropriate severity according to the Severity Level Definitions outlined in our Service
Levels Guide (https://terms.tibco.com/#service-level-guide). All Severity 3 and 4 issues will
be assigned to the appropriate product queue and our technical support engineers will start
working on them on a first-in, first-out (FIFO) basis. TAC will notify support managers of any
cases that are assigned to Severity 1 or 2, so that they are handled with priority.
The unique case number assigned to the case should be used as a reference by the Customer
when phoning about the case, or in any other reference outside of the normal case
comments.
You will receive email communication from TIBCO Support when your case has been updated.
All case communication from TIBCO will also be visible from the Cases tab on the TIBCO
Support Portal.
5.6.1 Initial Response
Initial response is defined as TIBCO Support’s response to a Customer, either with a case
update, email or phone call, once a problem has been reported. You should expect to receive
an initial response within the timeframe indicated in our Service Levels Guide
(https://terms.tibco.com/#service-level-guide).
5.6.2 Follow-up Response
TIBCO Support is committed to ensuring our customers receive regular updates on the
progress of their case and the status of the investigation. The amount of time in which you
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21
should expect a follow-up response on a case is outlined in our Service Levels Guide
(https://terms.tibco.com/#service-level-guide).
5.6.3 Case Statuses
The status of each case you report to TIBCO can be viewed from the Support portal along with
other case details. Below is the list of possible case statuses and the meaning of each status.
Case Status
What this status means
Open
TIBCO Support is actively working on the case.
Pending Customer Response
TIBCO Support is waiting for additional
information from the Customer in response to
questions, proposed testing, and results from
reproducing the issue etc. in order to proceed
with further investigation of the case.
Working with Ops
TIBCO Support and the TIBCO Cloud Operations
team are actively working together on the case.
Resolution Suggested / Pending
Confirmation
TIBCO Support has provided the Customer with
a solution to the case and is awaiting
confirmation from the Customer that the issue is
now resolved.
Defect/Enhancement Submitted
TIBCO Support has submitted a new defect or
enhancement request to engineering, or has
linked an existing defect or enhancement
request to the case.
Working with Development / Ops
A defect or enhancement request linked to the
case is awaiting review and action by TIBCO
Support.
Working with Development
TIBCO Support has engaged the assistance of
engineering to troubleshoot and investigate the
issue.
Awaiting Hardware Return
TIBCO Support is waiting for the Customer to
return the original failed hardware after a
replacement unit has already been shipped.
Closed
The case is closed and no further action by
TIBCO Support or the Customer is required. A
case can automatically close if there is a lack of
response from the Customer to a certain number
of reminders.
Re-opened
The Case is reopened due to the issue
reoccurring or the Customer having additional
questions related to the original problem. After
6 months of closure, a case cannot be reopened
and a new case will have to be created by the
Customer.
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5.7 Investigating and Resolving a Case
The assigned support engineer will research the issue and respond with advice or additional
questions and continue to communicate with the Customer until the issue is resolved. Often
the support engineer will work with engineering during the investigation. Depending on the
nature of the issue, a case may be resolved by a support engineer or logged by a support
engineer as a defect or enhancement request with engineering.
5.7.1 Defect
If a Customer’s case results in a defect being confirmed in a TIBCO product then TIBCO
Support will create an internal ticket for engineering to track and fix in an upcoming release of
the software.
When prioritizing the fixing of defects, engineering will take into consideration the impact on
existing Customer implementations, how product backward compatibility will be affected, how
much development resources will be required, and the impact on other product commitments.
For defects, the business impact should be clearly communicated by the Customer to TIBCO
Support. Component upgrade or complete version upgrade may be required if the defect is a
known issue. A hot fix or patch may be created depending on the nature of the issue;
otherwise, the defect will be fixed in a future release of the software.
For defects affecting our cloud products, fixes are prioritized and rolled out in production
during release windows.
TIBCO product hotfixes or patches are available to download on https://support.tibco.com
under Downloads -> Hotfixes.
Jaspersoft customers should also refer to Support Service with Annual Case Limits.
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5.7.2 Enhancement
An enhancement request is a recommendation for future product enhancement, or a request
to add official support for features that do not currently exist in the software. Engineering will
take enhancement requests into consideration during the product management process, but
has no obligation to deliver on any feature changes.
New feature requests are not considered urgent and will not be introduced into a product via a
hot fix or patch. TIBCO Support is often unable to provide any timeframe on when or if a new
feature will be included in a future product release.
While enhancement requests can be created by TIBCO Support as a result of a case, it is also
possible to submit feature requests via the TIBCO Ideas portal (https://ideas.tibco.com) - see
TIBCO Ideas Portal for more details.
Jaspersoft customers should also refer to Support Service with Annual Case Limits.
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6 Escalating to TIBCO Support
6.1 Case Escalations
If a case requires prioritization or has become urgent, the Customer should do either of the
following:
●
Phone: Call TIBCO Support on the numbers listed under Contact Us (after login) on
the Support Portal.
●
Chat: Engage with a TAC Specialist via chat by clicking on the “Chat with Support”
icon on the Support Portal. This feature is available during normal business hours only.
●
Case Escalation: Use the Escalate Case button from within a non-closed case to
provide details of the reason for the escalation request. Full guidelines on how to use
this feature can be found at About Support -> Case Escalation Guidelines.
Customers can also update/email a case to request immediate attention and a Support
Engineer will take appropriate action such as call the Customer back or arrange a web
meeting. However, for urgent and high priority situations it is best to contact TIBCO Support
via phone or chat.
6.2 After-Hours Support
During holidays and weekends, TIBCO Support is available to assist Customers entitled to 24
x7 support with business critical issues – please refer to your Maintenance agreement for
specific terms.
Customers should log on to https://support.tibco.com to create a case, if one doesn’t already
exist, include telephone contact details in the case and then phone TIBCO Support using the
numbers listed on the portal under Contact Us to alert us to the issue.
The on-call support engineer who responds to the phone call will assist the Customer in trying
to resolve the issue as soon as possible, and will, at the least, help to minimize the impact of
the situation until normal business hours resume.
If the Customer reaches voicemail, the Customer should leave a message stating name,
company name, telephone number, case number, brief description of the problem and the
urgency. The voicemail will trigger an immediate page to the on-call support engineer, who
will contact the Customer directly on the telephone number provided.
TIBCO Support holidays are listed under About Support -> Support Holidays.
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6.3 Contacting TIBCO Support Management
A Customer may wish to bring a case to the attention of a TIBCO Support manager, if any of
the following statements apply:
●
The Customer is dissatisfied with the resolution progress or with TIBCO Support
●
The Customer has not received a response within the designated time given by a
member of staff, or according to our contractual response times
North and South America
+1.650.846.5789
EMEA (Europe, Middle East, and Africa)
+44(0).870.909.3889 or +44(0).203.817.8548
Asia and Australia
+61.2.4379.9322 or 1.800.184.237 (within Australia only)
The above telephone numbers provide access to a TIBCO Support manager. If the Customer
reaches voicemail, the Customer should leave a message stating name, company name,
telephone number, Case number and brief description of the concern.
The voicemail will
trigger an immediate page to a TIBCO Support manager, who will contact the Customer
directly on the telephone number provided. Any Customer requested escalation will receive
direct management attention and consideration.
TIBCO Support is committed to ensuring
that all Customers receive the quality of support necessary to be successful.
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7
Customer Satisfaction
TIBCO Support is constantly striving to improve the service provided to our Customers. On
a regular basis, Customers are invited via email or chat to complete an online Customer
Satisfaction Survey about their interaction with TIBCO Support.
received
allows
TIBCO
Support
to
spotlight
areas
needing
The valuable input
more
attention
and
improvement.
On a quarterly basis, the results are analyzed using TIBCO Analytics and shared with the
global TIBCO Support organization, discussed with management and appropriate action is
taken based on specific feedback received. A summary of the results is also posted on the
TIBCO Support Portal for Customers to view (About Support -> Customer Satisfaction).
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