TIBCO at a Glance

Information Sheet: TIBCO at a Glance
)elcome to TIBCO Su""ort*
ou have been registered as an assigned support contact for your company. Submit all service re!uests using "#$%& Support 'eb. http())support.tibco.com
SEVERITY LEVELS

“Severity 1” is an emergency production
environment situation where the Licensed Software is inoperable or fails catastrophically, and there is no workaround. Call your re ional T!C office to re"ort thi# #ituation $

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Lo in Information:
our user*id is and password is

rhartanto Password1

++Login is for your use only and is to not be shared ++

“Severity %& 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.

Ty"e of Su""ort Covera e: %( + , -Silver.
Support is available , - ./ - 012. 'e are here when you need us, no matter where you are. S"otfire /ivi#ion0 i# a #u1#i2iary of TIBCO Soft3are Inc$

“Severity '& 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.

Technical !##i#tance Center -T!C. 5hone num1er#:
7orth an2 South !merica: 9:.12;.</1.2,./ or 9:.<,,.,./.<.., (:.<,,.,./."5%S) E6E! -Euro"e0 6i22le Ea#t0 !frica.: 9// (;) <,;.=;=.0<=0 !u#tralia: 91:.../0,=.=0:< or :.<;;.:</...1 !#ia: 91: . /0,= =0:< or for toll free numbers for countries outside of 5ustralia please refer to the "#$%& Support 'eb8> Support 7olicies8> "echnical 5ssistance %ontact and)or 4scalations

“Severity (& is when use is noticeably affected but
reasonably correctable by a documentation change or a future release.

Other TIBCO Information: 5ro2uct /o3nloa2 Site: http())download.tibco.com
+ #f you do not have a login, send an e8mail to download8adminBtibco.com Or2er In4uiry: download8adminBtibco.com Licen#e Re4ue#t#: fulfillmentBtibco.com

E#calation of Service Re4ue#t#
8%all "5% to escalate a service re!uest. or 8?or issues that need "#$%& management@s attention, call the escalation line( 7orth an2 South !merica( 9:.12;.</1.2,<= E6E! -Euro"e0 6i22le Ea#t0 !frica.: 9// (;) <,;.=;=.0<<= !u#tralia: 91:.../0,=.=0.. or :.<;;.:</..0, !#ia: 91:.../0,=.=0.. or for toll free numbers for countries outside of 5ustralia please refer to the "#$%& Support 'eb8> Support 7olicies8> "echnical 5ssistance %ontact and)or 4scalations #f voicemail is reached, please provide us the following( your company name, phone number(s) and the Service 3e!uest number and this will page the regional Support Aanager.

TIBCO E2ucation Service#:
http())www.tibco.com)services)educational)default.Csp

S"otfire E2ucational Service#:
http())spotfire.tibco.com)training

TIBCO 5rofe##ional Service#:
http())www.tibco.com)services)consulting)default.Csp

TIBCO 5ro2uct Information:
http())www.tibco.com)products)products8a8D)default.Csp

S"otfire 5ro2uct Information:
http())spotfire.tibco.com)products

5ro2uct /ocumentation:
http())docs.tibco.com

Lo

in a Service Re4ue#t

TIBCO Communitie#:
http())www.tibco.com)communities)

)e1 -5referre2 6etho2.
ou may report service re!uests using the web interface of our call tracking system ("#$%& Support 'eb)( http())support.tibco.com )e 2o re4uire that Severity 1 i##ue# 1e follo3e2 u" 3ith a "hone call to our Technical !##i#tance Center to en#ure imme2iate attention$ 3efer to severity level definition above.

5hone: 4ach "#$%& customer is assigned a regional "echnical 5ssistance %enter ("5%)
where they can contact "#$%& for support via phone (see above for phone numbers). 5 service re!uest will be created for you along with an S3*#6.

Ba#ic Information: 7rovide us with the following information when opening a service
re!uest (S3)( 8 7roduct name, version, operating system 8 our name and telephone number 8 %omplete description of the problem, a reproducible case including dumps, compiler listing, etc

©2003 TIBCO Software Inc. All Rights Reserved. TIBCO Confidential and ro!rietar"