Availability of TIBCO Reward Staff for Maintenance and Monitoring

In brief, the availability of TIBCO Reward staff for maintenance and monitoring is as follows:

• San Francisco, CA; standard business hours; full staff.
• TIBCO Reward Account Managers are available 24x7 for P1 issues, via phone. For all other issues, standard support is available during normal business hours, PST.
• For P1 issues: response within three hours; for all other issues, response within one-two business days.
• All issues remain open with cases, visible to all participants. No case is left unattended or without response for more than three business days.
• A full online support center is provided for self service, and communication with the TIBCO Reward Account Management team is available.