On May 8, 2024, Boomi announced the acquisition of TIBCO Cloud™ API Management
(formerly known as TIBCO Mashery®) products (i.e., TIBCO Cloud™ API Management
(SaaS) and TIBCO Cloud™ API Management - Local Edition) from Cloud Software
Group. For more information about this announcement, see
https://resources.boomi.com/resources/resources-library/boomi-apim-announcement.

With this acquisition support for TIBCO Cloud API Management has transitioned to Boomi Support, so any
TIBCO Cloud API Management Support issues should be reported to Boomi Support at
https://community.boomi.com/s/support. Issues with any other TIBCO® products should
continue to be reported to TIBCO Support at support.tibco.com.

Common questions about this support transition are answered below. For any other
questions, please contact https://community.boomi.com/s/support.

Q1>  I’m using TIBCO Cloud API Management along with other TIBCO products -
how will my support issues be handled?

A1> Customers will need to assess whether the problem is with a TIBCO Cloud API
Management (formerly Mashery) product or another TIBCO product. If the issue is with
a TIBCO Cloud API Management product, open a ticket with Boomi and they will work
the issue. If the problem is with another TIBCO product, open a ticket with TIBCO
Support.  If the ticket with Boomi needs to be reassigned to TIBCO (or vice versa) the
original ticket will be closed and the customer will be asked to open a ticket with the
appropriate company.

Q2> Will the terms and conditions of my support agreement change? 

A 2> No, not initially. Contractual commitments for existing agreements, as reflected in
the TIBCO Service Levels Guide for TIBCO Cloud™ API Management Service Levels
(product formerly known as TIBCO Mashery® or TIBCO Cloud™ Mashery®), will be
honored by Boomi When current agreements expire, customers will renew under the
Boomi support offerings.

Q3> What is happening to my cases that were previously reported to TIBCO?

A3> TIBCO Cloud API Management cases will be migrated into Boomi's ticketing
system. This will enable customers, as well as Boomi Support, to access past tickets

Q4> How can I learn more about Boomi’s support process?

A4> Please read this article  https://community.boomi.com/s/article/Boomi-Help-and-Support-Guide to learn more about Boomi’s support process, including how tickets are prioritized, severity levels, and more.

Q5> Where can I find the status of API Management cloud services?

A5> You can check the current status and subscribe for updates at the Boomi Status Page: https://status.boomi.com/

Q6> My API Management subscription is still with TIBCO and I need to submit an API Management service credit request - what's the process?

A6> You must submit your service credit request to Boomi Support within 30 calendar days of the end of the month in which the service outage occurred. Include your name, contact information, and details about the incident, including the date and business impact. Boomi will work with TIBCO to process and respond to the service credit request, as specified in the CSG Service Levels Guide.