Chapter 6 Contacting Technical Support

For problems or questions, contact TIBCO Product Support. Go to the TIBCO website at http://www.tibco.com for the latest information on how to contact TIBCO Product Support. If you do not have access to the Web, you can also contact Technical Support through e-mail or telephone:

Standard technical support is available Monday through Friday between 5:00 am - 5:00 pm Pacific Standard Time. There are other support options, including 24x7 (24 hours a day, every day) and premium (immediate response instead of the standard 4 hour response time). The TIBCO website has complete information on all technical support options. Contact TIBCO Software about purchasing their Premium Support service.

Before contacting Product Support, be sure you have your Customer ID and the version and revision numbers of SmartSockets and other TIBCO products that you are using. Be prepared to send debug files, stack trace files, and screen shots of output as attachments to Technical Support to aid us in isolating and identifying the problem.

To find out your Customer ID and other license information, you can use the SmartSockets rtlic shell script. At a SmartSockets command prompt, enter:

rtlic 

You’ll see your license information displayed. For more information on using rtlic, see the TIBCO SmartSockets Utilities reference.