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 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.

Define the Priority and Business Impact

When creating the case, the customer should 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:

• High: Need help with the highest priority, 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.

High priority issues require the customer provide additional business impact details.

For blocking issues with critical and substantial business impact, customers must follow up with a Chat to our Customer Service team after submitting the case.

Provide Background Information

In order to help resolve the issue as quickly as possible, 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.

• 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.

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