What’s changing for partners?

Partner.TIBCO.com will be powered by Oracle’s PRM starting the second week of June, so expect a change in the UI. Most processes, such as requesting quotes, adding billing and technical contacts, and transacting orders, will remain the same.

What’s changing for customers?

We’re updating our chat support to the Zoom Virtual Agent to elevate the experience of customer service cases on support.tibco.com. A new chatbot, powered by Zoom’s GenAI capabilities, will serve as the first point of contact for support, resolving queries or escalating to a live Customer Service Advisor.

You can continue to create technical cases on support.tibco.com through the create case button, but now you can also reach Customer Service teams 24/7 using the Live Support option in the lower right corner. Users will continue to interact with support engineers in the cases tab when managing existing cases, and directly create new cases in Wolken through the webform.

What’s not changing?

The support portal link and your login journey/ID authentication will stay the same. Partners can still create cases through the enhanced partner web form.

There will only be minor differences in the landing page’s layout, and partners, distributors, and customers will continue to use support.tibco.com to access product resources, downloads, documentation, knowledge articles, and troubleshooting guides. You will also continue to use it to connect with other tibco users and access insights via the community forum, search for content, and create cases for Technical Support, General Enquiries, and Licensing.

How does this benefit you?

Our partners and customers will now have instant support via AI-powered chat and live agents. You will also gain access to AI-curated, relevant content, reducing the need to escalate to a human agent—however, an expert human agent will always be ready to step in if necessary. In short, we will be combining GenAI technology with our human agents’ expertise to move towards a smarter, faster model tailored to your support needs.

New support experience coming soon! 

Starting in early June, we’re making some changes to improve your support experience.