Support Programs

Contact TIBCO Support

Americas +1 877 958 4226EMEA +44 870 909 3898APAC +61 2 4379 9333

Three Support Levels

TIBCO customers can choose from three levels of support complemented by options from the TIBCO DirectConnectâ„  program delivering personalized, consistent, timely, and coordinated support. Additionally, TIBCO customers can choose an upgrade package with access to product downloads.

GoldDesigned for customers with business critical support needs. Gold support provides all the service offerings associated with Silver support, plus our fastest response and resolution times for critical issues, and personalized service through our TIBCO DirectConnect program, which includes named points-of-contact within Support.
SilverFor customers with high availability requirements, the Silver support program provides coverage 24 hours a day, 7 days a week to help resolve production-critical issues as quickly as possible. TIBCO DirectConnect OnDemand and TIBCO DirectConnect Advantage can be purchased as an add-on option to Silver Support.
BronzeSuitable for customers with support needs during normal business hours, the Bronze package provides coverage during normal 8 hour business days, Monday through Friday, in the customer's time zone. TIBCO DirectConnect can be purchased as an add-on option to Bronze Support.
Upgrade OnlyThis package gives customers access to product downloads and updates as they become available, but does not provide access to customer support resources.

TIBCO Gold, Silver, and Bronze support programs are shown in greater detail below, enhanced by TIBCO DirectConnect support, all directed by a TIBCO DirectConnect Manager assigned to your account. These managers are drawn from the top ranks of the TIBCO organization. The three TIBCO DirectConnect options are:

  • A monthly support service through DirectConnect OnDemand.
  • An annual support package through TIBCO DirectConnect Advantage.
  • An annual support package with all TIBCO DirectConnect Support services through Gold Support.

Be sure to check out the TIBCO DirectConnect fact sheet too.