Maintenance Services

“Maintenance” means the provision of technical support services and Updates, which are provided pursuant to the Business Unit Terms associated with the Product purchased in an Order (see https://www.cloud.com/legal/terms). Maintenance is only available through a Subscription Order and Maintenance for Perpetually licensed TIBCO Business Unit Products is no longer available for purchase. TIBCO will notify the Customer in writing in the event that Maintenance is materially affected by TIBCO’s licensor(s).

In addition to https://terms.tibco.com, Maintenance services are subject to all TIBCO Support policies as outlined in Support Policies.

TIBCO Support provides support for:

• Installation problems

• Documented features and functionality

• Issues encountered while using the product

• Configuration errors

• Product troubleshooting and diagnosis

TIBCO Support does not provide support for:

• Modified installers or deployment packages

• Product customizations or code development

• System and network design

• Design and implementation of development, release, or security policies and practices

• Release candidate or preview features

• Undocumented features or functionality

• Uncertified platforms

Custom Usage or Deployment

Customers are responsible for their own customized usage or deployment of TIBCO software, operating system and hardware set-up, third-party (e.g. database) software configuration and other environment-specific systems. TIBCO Support is not required to aid in troubleshooting the configuration or usage of non-TIBCO software.

Development Tools

With respect to TIBCO’s APIs (Application Programming Interface) and SDKs (Software Development Kit), TIBCO’s proprietary methods, functions, and variables return results as documented in the respective product documentation. TIBCO Support does not provide assistance for Customer’s own application, code, system configuration, or issues that result from conflicts therein.

Third-Party Software

TIBCO may recommend the use of software or other tools by third-party companies for troubleshooting, data collection or analysis to aid in the resolution of technical issues involving TIBCO software. While we endeavor to recommend reliable tools from trustworthy, well-known companies, TIBCO does not guarantee the performance of such software or tools, and is not responsible for any loss, damage, or failure that results from using such software or tools. Customers use such third-party software or tools at their own risk and in accordance to the terms set forth by the third-party company.