How to Contact TIBCO Platform Support

How to Contact TIBCO Platform Support

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Article ID: KB0070335

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Updated On:

Products Versions
TIBCO Platform - Control Plane All
TIBCO BusinessWorks Container Edition 0
TIBCO Enterprise Message Service 0

Description

When working with the TIBCO Platform or any of its capabilities (such as BWCE/Flogo, BW5, EMS, etc.), you may encounter issues and need to seek help from the TIBCO Support team. Follow these steps to contact support:

Step 1: Sign In to the TIBCO Support Portal:

Step 2: Create a New Support Case:

  • Click on “Create Case.”
  • On the New Case form, you’ll find a Product Dropdown (see screenshot).
  • Filter by searching for “TIBCO Platform.”
  • Select the correct product from the dropdown.

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Tips For selecting the correct product :
 
Few Examples:
 
  • For TIBCO Platform features: 
  • TIBCO Platform - Control Plane - use this product to report issues with to TIBCO Platform subscription, team management, login, access, or any other platform-related provisioning issues
  • TIBCO Platform - Control Tower - use this product to report issues with the TIBCO Platform - On-Prem DataPlane
  • TIBCO Platform - Developer Hub - use this product to report issues with the Developer Hub
  •  For TIBCO Platform Capabilities - report issues against the usual products, for example: 
    • TIBCO BusinessWorks Container Edition (BWCE) 
    • TIBCO Flogo Enterprise 
    • TIBCO Enterprise Messaging Service (EMS)
NOTE: When submitting a support case, selecting the correct product is crucial. This ensures that your case is auto-routed to the appropriate support team. If you’re uncertain about which product to choose, consider making your best guess or selecting “TIBCO Platform - Control Plane.” The Platform Support team will then reroute the case if necessary.
 
 

Step 3: Provide Relevant Details in Case:

  • Provide a detailed description of the problem you’re facing. Include any error messages, symptoms, or unexpected behavior you’ve encountered.
  • Attach relevant files, logs, screenshots, or other documentation that can assist in diagnosing the issue.
  • As you continue filling out the form, several help knowledge base articles related to your issue may be displayed. You can consider referring to them before submitting your case.
  • If the help articles are not relevant to your situation, proceed to submit the case.

Issue/Introduction

How to contact TIBCO Platform Support

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