tibco
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TIBCOTRANSCRIPT
TIBCO at a Glance
©2003 TIBCO Software Inc.All Rights Reserved.TIBCO Confidential and Proprietary
IInformation Sheet: TIBCO at a Glance
SEVERITY LEVELS
“Severity 1” is an emergency production environment situation where the LicensedSoftware is inoperable or fails catastrophically, and there is no workaround. Call your regional TAC office to report this situation.
“Severity 2” is a detrimental situation where (a) performance degrades substantially under reasonable loads causing a severe impact on use, (b) the Licensed Software is usable but materially incomplete; or (c) one or more mainline functions or commands is inoperable.
“Severity 3” is an inconvenient situation where the Licensed Software is usable, but does not provide a function in the most convenient manner and Licensee suffers little or no significant impact.
“Severity 4” is when use is noticeably affected but reasonably correctable by a documentation change or a future release.
Welcome to TIBCO Support! You have been registered as an assigned support contact for your company. Submit all service requests using TIBCO Support Web. http://support.tibco.com
Login Information:Your user_id is rhartantoand password is Password1**Login is for your use only and is to not be shared **
Type of Support Coverage: 24 x 7 (Silver)Support is available 7 x 24 x 365. We are here when you need us, no matter where you are.
Spotfire Division, is a subsidiary of TIBCO Software Inc.
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©2003 TIBCO Software Inc.All Rights Reserved.
TIBCO Confidential and Proprietary
Logging a Service Request
Web (Preferred Method)You may report service requests using the web interface of our call tracking system (TIBCO Support Web): http://support.tibco.comWe do require that Severity 1 issues be followed up with a phone call to our Technical Assistance Center to ensure immediate attention. Refer to severity level definition above.
Phone: Each TIBCO customer is assigned a regional Technical Assistance Center (TAC) where they can contact TIBCO for support via phone (see above for phone numbers). A service request will be created for you along with an SR_ID.
Basic Information: Provide us with the following information when opening a service request (SR):- Product name, version, operating system- Your name and telephone number- Complete description of the problem, a reproducible case including dumps, compiler
listing, etc
Technical Assistance Center (TAC) Phone numbers: North and South America: +1.650.846.5724 or +1.877.724.8227 (1.877.724.TACS) EMEA (Europe, Middle East, Africa): +44 (0) 870.909.3893 Australia: +61.2.4379.9318 or 1.800.184.226 Asia: +61 2 4379 9318 or for toll free numbers for countries outside of Australia please refer to the TIBCO Support Web-> Support Policies-> Technical Assistance Contact and/or Escalations
Escalation of Service Requests-Call TAC to escalate a service request. or-For issues that need TIBCO management’s attention, call the escalation line: North and South America: +1.650.846.5789 EMEA (Europe, Middle East, Africa): +44 (0) 870.909.3889 Australia: +61.2.4379.9322 or 1.800.184.237
Asia: +61.2.4379.9322 or for toll free numbers for countries outside of Australia please refer to the TIBCO Support Web-> Support Policies-> Technical Assistance Contact and/or Escalations
If voicemail is reached, please provide us the following: your company name, phone number(s) and the Service Request number and this will page the regional Support Manager.
Other TIBCO Information:
Product Download Site: http://download.tibco.com* If you do not have a login, send an e-mail to [email protected] Inquiry: [email protected] License Requests: [email protected] TIBCO Education Services:http://www.tibco.com/services/educational/default.jsp Spotfire Educational Services: http://spotfire.tibco.com/trainingTIBCO Professional Services:http://www.tibco.com/services/consulting/default.jsp TIBCO Product Information: http://www.tibco.com/products/products-a-z/default.jsp Spotfire Product Information: http://spotfire.tibco.com/productsProduct Documentation: http://docs.tibco.com TIBCO Communities:http://www.tibco.com/communities/