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.