System Maintenance and Support Guidelines
TIBCO Reward’s self-service support is always available from our support website, the Client Extranet, which also provides documentation and announcements. Using the self-service portal, a client can file a case, and define the importance of a timely response. One feature of the self- service portal is a set of automated escalation rules that move the case to the appropriate team and queue. Responses are determined by these rules. For instance, if a customer-facing component is reported offline, responses typically come in less than an hour.
The TIBCO Reward Account Management team provides initial support. In this team, your assigned account manager is the lead, and several other persons provide service and backup. The combined Account Management s team has over 100 combined years of experience, and has supported over 5,000 clients in a web-based services environment. There is an extended support team of about twelve persons behind that team, for resolution of minor issues. There is also an extensive operational-level support team for more serious conditions.