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 1 cases be followed up with a Chat to our Customer Service team to ensure immediate attention is given to your issue. Severity Level Definitions are outlined in our Service Levels Guide (https://terms.tibco.com/posts/848144-service-levels-guide). Details on how to create a Case can be found on the portal under About Support -> Creating a Case.

• Chat: The Customer can also engage with a Customer Service by clicking on the “Chat” icon on the Support Portal (https://support.tibco.com). This feature is available 24x7. Customer Service 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 Customer Service will issue a login for the TIBCO Support Portal if one does not already exist - technical support will then be provided through the case.