TIBCO PSG Deployment and Operations Guide Template

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ConsultingServices

Deployment and Operations Guide for <Project Name>

You should put here an overview of the document including appropriate things

like the intent of the document, the intended audience, prerequisite knowledge,

etc.

Prepared For: <Client Name>

Prepared By: TIBCO Professional Services Group

Document Revisions:

Version Date Author Comments

2005.2 22 Feb 05 Initial Template

Version

http://www.tibco.com/

TIBCO Deployment and Operations Guide for <Project Name>

Suggestions for using this document template

This document template provides a comprehensive structure for recording the information regarding where the various

TIBCO (and related non-TIBCO) components are deployed for a project. Depending upon how your project is

organized, this document may be left as a single document, it may be split into several documents, or its contents can

be used to augment the outlines of existing project documentation.

Some common alternatives are:

Single Document: for relatively independent small projects (less than 10 people on the technical team) the document

outline can be used as-is.

Separate Deployment Guide and Separate Operations Guide – If there are 2 different teams at the customer site-

one for deployment of the projects and other for maintainance and operations then this document can be divided into 2

separate documents. Chapters 1-4 can be split off into a separate deployment guide while 5-8 can be part of

Operations guide.

As hinted above, each service/project will generally will have its own document with a structure similar to this one

covering the deployment and operations of that service as an entity unto itself.

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Copyright NoticeCOPYRIGHT© 2004 TIBCO Software Inc. This document is unpublished and the foregoing notice is affixed to protect

TIBCO Software Inc. in the event of inadvertent publication. All rights reserved. No part of this document may be

reproduced in any form, including photocopying or transmission electronically to any computer, without prior written

consent of TIBCO Software Inc. The information contained in this document is confidential and proprietary to TIBCO

Software Inc. and may not be used or disclosed except as expressly authorized in writing by TIBCO Software Inc.

Copyright protection includes material generated from our software programs displayed on the screen, such as icons,

screen displays, and the like.

TrademarksTechnologies described herein are either covered by existing patents or patent applications are in progress. All brand

and product names are trademarks or registered trademarks of their respective holders and are hereby acknowledged.

ConfidentialityThe information in this document is subject to change without notice. This document contains information that is

confidential and proprietary to TIBCO Software Inc. and may not be copied, published, or disclosed to others, or used

for any purposes other than review, without written authorization of an officer of TIBCO Software Inc. Submission of this

document does not represent a commitment to implement any portion of this specification in the products of the

submitters.

Content WarrantyThe information in this document is subject to change without notice. THIS DOCUMENT IS PROVIDED "AS IS" AND

TIBCO MAKES NO WARRANTY, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO ALL

WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. TIBCO Software Inc. shall

not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing,

performance or use of this material.

For more information, please contact:

TIBCO Software Inc.

3303 Hillview Avenue

Palo Alto, CA 94304

USA

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Table of Contents

1 Document Overview.........................................................................................21.1 Background..................................................................................................................... 21.2 Document Purpose.........................................................................................................21.3 Related Documents........................................................................................................2

2 Brief Overview Of Architecture.....................................................................22.1 Introduction..................................................................................................................... 22.2 Business Use Case.........................................................................................................22.3 Logical Architecture........................................................................................................22.4 Components and Role....................................................................................................2

3 Deployment Architecture..............................................................................23.1 Deployment Pre-requisites..............................................................................................23.2 Deployment Server Inventory..........................................................................................23.3 TIBCO Product Deployment Checklist............................................................................23.4 Subject/Destination Names.............................................................................................23.5 Ports Inventory................................................................................................................2

4 Deployment Instructions...............................................................................24.1 Deployment Specific Values...........................................................................................24.2 Global Variable...............................................................................................................24.3 Hawk Configuration Steps..............................................................................................24.4 Deployment Verification..................................................................................................2

5 Monitoring.......................................................................................................2

6 Operating Procedures...................................................................................26.1 Start the System.............................................................................................................26.2 Maintenance Shutdown of the System............................................................................26.3 Maintenance Task (if any)...............................................................................................26.4 Production Change Request and Migration Procedures.................................................2

7 Troubleshooting.............................................................................................27.1 Email Notifications..........................................................................................................2

8 Support Information.......................................................................................28.1 <Customer> Support Structure.......................................................................................2

8.1.1 Teams and Members.........................................................................................28.1.2 Support Strategy and Escalation Channels........................................................28.1.3 Application Errors...............................................................................................28.1.4 System Errors....................................................................................................28.1.5 General Contact Information..............................................................................2

8.2 TIBCO Support Information............................................................................................28.2.1 Product maintenance.........................................................................................28.2.2 TIBCO Product Support Procedures..................................................................28.2.3 Reporting TIBCO Product problems...................................................................2

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Table of Figures

Figure 1 Integration Use Cases.........................................................................................2

Figure 2 Logical Architecture.............................................................................................2

Table of Tables

Table 1 Integration Use Case Descriptions.......................................................................2

Table 2 TIBCO Components..............................................................................................2

Table 3 Databases.............................................................................................................2

Table 4 Deployment Physical Inventory.............................................................................2

Table 5 Deployment Object...............................................................................................2

Table 6 Deployment Product Checklist..............................................................................2

Table 7 Subject/Destination Names...................................................................................2

Table 8 UDP Ports Inventory.............................................................................................2

Table 9 TCP Ports Inventory..............................................................................................2

Table 10 Deployment Steps...............................................................................................2

Table 11 Deployment Specific Environment Variables......................................................2

Table 12 Deployment Specific Global Variables................................................................2

Table 13 Troubleshooting Instructions...............................................................................2

Table 14 Email Notifications..............................................................................................2

Table 15 <Customer Name>Support Contact Info.............................................................2

Table 16 TIBCO Support Contact Info...............................................................................2

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1 Document Overview

1.1 BackgroundExplain how this particular project fits in the overall context of the enterprise. If this project is a subset of a larger

project, detail its relationship to the larger overall effort. Explain what motivated the project.

1.2 Document PurposeDefine the objectives of the document. These include providing sufficient information so that personnel not actively

involved in the design of the application/service can effectively deploy and operate the application/service. Assume that

reader has a sufficient understanding of the deployment mechanics related to TIBCO products and other referenced

components. Consequently, details of how the deployment is accomplished do not need to be included.

The “Quote to Cash” Service consists of a number of Business Works processes and adapters, and operates in

conjunction with the Siebel CRM and Lawson ERP system. The objectives of this document include the physical

deployment of various TIBCO components involved in this service, the operational monitoring of the service, and basic

troubleshooting of the service. This document does not cover the deployment and operation of either the Siebel or

Lawson system.

The Operations Guide is intended as a reference to the operations and support staffs in order to properly maintain and

operate the TIBCO software used for the <Project Name>. The contents will also serve as background for external

support resources needing a quick understanding of the <Project Name> environment as they begin to work with the

teams in supporting or consulting roles.

This document should be a living document, maintained by <Customer Name> local administrator(s) and/or contractors

as required whenever changes are made to the networks and software described herein. It is a supplement to the

various TIBCO software administration and user guides, and should not replace those references.

1.3 Related DocumentsReference related documents, including:

Application/service Requirements document

Application/service Architecture and Design document

Appropriate best practice guides

Any other document specific to customer (as needed)

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2 Brief Overview Of Architecture

Use this section to describe architecture in brief and do not go into design or implementation details.

2.1 IntroductionIntroduce the project briefly here

The first phase of Order Automation project focuses primarily on the Order phase of the “Quote to Cash” business

process aiming to achieve objectives - Automate, centralize and simplify quote to order process and Integrate CRM and

ERP process.

“Quote to Cash” Phase 1 implements integration between Siebel 7.5 CRM and Lawson 7.3 ERP system using TIBCO

enterprise integration product suite.

2.2 Business Use CaseBriefly name the various use cases involved in this business process with couple of lines description of each. It will be

helpful to add a high level use case diagram here.

Figure 1 Integration Use Cases

Each use case is briefly described in the table below:

Business Use Case Description

1. Order is created in Siebel from Siebel

Quote

When an order is created in Siebel from quote, the information about

the order is sent to Lawson and is inserted into Lawson in pending

order table and the email is sent to user informing about the new

order. The status of Siebel order is then changed from “Sending” to

“On Hold”

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2. Order is synced/created in Lawson

as per Siebel order

User then manually checks the customer cross-reference information

in Lawson and releases the order for sync. This release order for sync

gets the order details from Siebel and new order is created in Lawson

as per the details of Siebel order. The status of Siebel order is

changed from “On Hold” to “Released for Shipment” as well as the

order number in Siebel is updated to match Lawson order number.

3. Order is shipped in Lawson When order is shipped in Lawson, the status of corresponding order in

Siebel is changed from “Released for Shipment” to “Shipped” and the

corresponding record is removed from Pending Order table in Lawson.

Table 1 Integration Use Case Descriptions

2.3 Logical Architecture Provide an overview of the architecture designed to satisfy above use cases

Figure 2 Logical Architecture

2.4 Components and Role Provide an overview of the all TIBCO and non-TIBCO components involved in this process and their role

TIBCO Component Name Role

TIBCO Rendezvous Rendezvous daemons is the messaging system that is foundation of TIBCO Active Enterprise

TIBCO BusinessWorks (BW) Provides business process definition, transformation, deployment and management for both short and long-lived operations

TIBCO Adapter for Active Database For publish and subscribe access to data records in a relational database (Lawson Oracle Database)

TIBCO Adapter for Siebel For publish and subscribe access to BO/BC in Siebel 7.5 server.

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TIBCO Administration Server and GUI Monitoring, users and systems management, provides configuration info to BW process engines and adapters at runtime

TRA and TIBCO Microagent TRA = TIBCO Hawk agent, responsible for sending Hawk messages to TIBCO Admin Server; TIBCO Micro Agent is responsible for collecting local machine information and send to TRA.

Table 2 TIBCO Components

Application/DB Name Role

Siebel 7.5 CRM Source of order data

Lawson 7.3 ERP Target for order data

Table 3 Databases

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3 Deployment Architecture

3.1 Deployment Pre-requisitesVery often when an application or service is to be deployed there are components that must be in place. This section

describes these components.

Prior to deploying the “Quote To Cash” service, the following components must be in place:

Siebel 7.5 CRM

Lawson 7.3 ERP

3.2 Deployment Server Inventory Briefly explain deployment architecture here. This should include end systems as well as any SAN/NAS devices and/or

cluster used for FT purposes. It will be helpful to add physical deployment topology for Production environment here.

The EAI machines as well as Siebel and Lawson application servers used in DEV, TEST and PROD environment are

as follows:

DEV TEST PROD

EAI machine1 <Dev Machine 1 Name>

<IP address>

<Test Machine 1 Name>

<IP address>

<Prod Machine 1 Name>

<IP address>

EAI machine2 <Dev Machine 1 Name>

<IP address>

<Test Machine 1 Name>

<IP address>

<Prod Machine 1 Name>

<IP address>

EAI cluster (optional) <cluster name>

<IP address>

-

Siebel Server <Siebel Dev Server> <Siebel Test Server> <Siebel Prod Server>

Siebel DB server <Siebel Dev DB Server> <Siebel Test DB Server> <Siebel Prod DB Server>

Siebel SID <Siebel Dev SID> <Siebel Test SID> <Siebel Prod SID>

Lawson server <Lawson Dev Server> <Lawson Test Server> <Lawson Prod Server>

Lawson SID <Lawson Dev SID> <Lawson Test SID> <Lawson Prod SID>

Table 4 Deployment Physical Inventory

A complete inventory of items needed to deploy the component or service along with their source location. This

inventory must include everything required for deployment except the prerequisites listed in the previous section.

The Sales Order Service deployable artifacts include 2 TIBCO Business Works EAR files, a database script, 3 hawk

rulebases, and a JAVA jar file.

Object Name Object Type Location

Order_collector.ear TIBCO Enterprise Archive File StarTeam server abc directory /x/y/z

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Order_notification.ear TIBCO Enterprise Archive File StarTeam server def directory /x/y/z

Order_collector.hrb,

Order_notification.hrb,

SAP_Adapter_rulebase.hrb

TIBCO Hawk Rulebases StarTeam server def directory /x/y/z

Order.jar JAVA .jar file StarTeam server abc directory

/x/y/Hawk

Table 5 Deployment Object

3.3 TIBCO Product Deployment Checklist This section should provide inventory of all the TIBCO products installed on various servers used in the production.

Sample is provided below:

Host Name

IP Address Description Deployed Software Network

TIBCOprd1 Compaq ProLiant DL360,

Dual processors @ 1.3GHz,

1GB RAM,

Drive C: 10 GB

Drive D: 24GB

Windows 2000 Server

RVRDs 7.1.15

TIBCO Admin Server 5.2

TRA 5.2

TIBCOprd2 Same as above TIBCO Designer 5.x

BusinessWorks Engine 5.2

ActiveDatabase Adapters 5.1

TRA 5.2

TIBCOprd4 Same as above RVRDs 7.2

TRA 5.2

TIBCOprd5 Same as above ActiveDatabase Adapters 5.1

TRA 5.2

Table 6 Deployment Product Checklist

3.4 Subject/Destination Names This section should provide inventory of all the subject names/destination names used by TIBCO RV/EMS depending

on the messaging infrastructure used for the project.

Subject Name Explanation

<CustomerName>.<Env>.adsbl.SiebelAdapterPublisher.PubSaleOrder

Message published by Siebel Publisher when Order is created in Siebel from Quote

<CustomerName>.<Env>.adsbl.SiebelAdapterSubscrib Message published by Business Works process

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er.SubSaleOrder engine to change the Siebel Order Status

1. From “Sending” to “On Hold”

2. From “On Hold” to “Released for Shipment”

3. From “Release for Shipment” to “Shipped”

Table 7 Subject/Destination Names

3.5 Ports Inventory This section should provide inventory of all the ports used by TIBCO RV/EMS depending on the messaging

infrastructure used for the project as well as all the subject names for RV/ destination names for EMS.

UDP Port Description

7500 UDP port for all TIBCO Rendezvous data

7474 UDP port for all TIBCO Hawk traffic

Table 8 UDP Ports Inventory

TCP Port Description7500 Connection port for client connection to RVD

or RVRD

7474 Connection port for Hawk client connection to RVD or RVRD

EMS Server Port

Port used by TIBCO Administrator

Table 9 TCP Ports Inventory

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4 Deployment Instructions

Describe what needs to be deployed, and in what sequence. Provide additional details as needed. Explicitly indicate

dependencies on prior steps. During deployment the actual values should be updated so that the document reflects the

as-deployed application/service.

The following table outlines the deployment steps for the Sales Order Service:

Step# Task Deploy To Dependencies

Configuration Instructions

1 Deploy

Order_Collector.ear

Host selected for BW processes.

[enter hostname]

None Update Global

Variables as

shown in section

4.2

2 Deploy

Order_Notification.ear


[enter hostname]

None Update Global

Variables as

shown in section

4.2

3 Deploy Hawk Rulebase

Files

Order_collectore.hrb,

order_notification.hrb,

SAP_ADAPTER


[enter hostname]

1 and 2 Hawk Config

File Changes as

shown in section

4.3

4 Start the Business

Works processes

Deployed via steps 1

and 2

1, 2, 3 None

5 Etc…

Table 10 Deployment Steps

4.1 Deployment Specific ValuesIn this section, document any standard settings whose values must be established along with the actual values. If there

are multiple deployments, create one table for each deployment.

Environment Item Value

TIBCO Home Directory /opt/TIBCO

TIBCO Administration Domain

TIBCO Administrator HTTP Port

TIBCO Administrator AJP 1.3 Port

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TIBCO Administrator Shutdown Port

TIBCO Administrator Apache Warp Connector Port

etc.

Table 11 Deployment Specific Environment Variables

4.2 Global Variable In this section, document any global variables defined in the project whose values must be set via TIBCO Administrator

during deployment. Also document the actual values. If there are multiple deployments, create one table for each

deployment. Do NOT document any passwords here.

Global Variable Deployment Value

JMS_Server Tcp://server2:17322

JMS_User

SIEBEL_SID

Etc.

Table 12 Deployment Specific Global Variables

4.3 Hawk Configuration StepsIn this section, add details regarding hawk rulebases defined for the project, if any, such as rule base names, checking

condition, actions, the hostname on which this rule is deployed etc.

4.4 Deployment VerificationList any verifications steps that the implementer can use to verify the service is running. If all that can be done is to

verify a machine process is executing, then state that. If a better means can be used, such as pulling up a web page,

then state exactly how.

To verify proper installation, use the Administrator and verify that the Business Works processes are running normally.

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5 Monitoring

In this section the routine monitoring of the application/service should be described. If the monitoring is automatic, the

mechanism should be described. If some form of manual monitoring is required, that should be described as well.

The “Quote To Order” Service is routinely monitored by the Hawk rulebases installed with the service. These rule bases

will report errors and warnings to the EAI administrators via emails.

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6 Operating Procedures

In addition to what is described in this section, make sure to include in this section a description of all TIBCO Hawk

rules, along with their use, how to configure, and how to manage.

This section should cover start-up and shut down of system, as well as any other required operational procedures

(generate reports, logs, auditory, exception handling, error recovery, etc.), and build tools if necessary.

There are two kinds of operational procedures that will need to be managed by the EAI support staff. One is the TIBCO

infrastructure support tasks, and the other is the application support tasks.

In addition to start/stop during regular maintenance windows, EAI support staffs can scan the system log files generated

by different TIBCO processes for errors/warnings through the TIBCO Admin GUI, and troubleshoot problems when

TIBCO Hawk-managed TIBCO components cannot recover from errors by themselves.

For application specific operational procedures, the EAI staffs’ responsibilities are limited to the auxiliary supporting role

to the application team itself. These responsibilities are usually limited to run daily queries against the log DB to

generate reports, and facilitate and validate resending data upon request.

6.1 Start the System In this section, add details on how to start the system. This should include the detail steps on sequence of hardware

and as well as software process to start, if any.

Make sure that the following processes are running as Windows services on the active node of the cluster. In case of

any service not running, start them in the following order.

TIBCO Administration Server

TIBCO BusinessWorks Process Engine (SaleOrderProcessEngine)

TIBCO ActiveDatabase Agent (SaleOrderADB)

TIBCO Adapter for Siebel (GetSaleOrder)

TIBCO Adapter for Siebel (SubSaleOrder)

The above components are registered as Microsoft Cluster Services and hence should be controlled by Microsoft

Cluster Server Administrator.

6.2 Maintenance Shutdown of the SystemIn this section, add details on how the system should be shutdown on one of the FT nodes (if any) for maintainance

shutdown. Sequence in which processes should be stopeed etc.

On the active node, bring all the TIBCO resources “offline” in the following order:

o TIBCO Adapter for Siebel (PubSaleOrder)

o TIBCO Adapter for Siebel (SubSaleOrder)

o TIBCO Adapter for Siebel (GetSaleOrder)

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o TIBCO ActiveDatabase Agent (SaleOrderADB)

o TIBCO BusinessWorks Process Engine (SaleOrderProcessEngine)

o TIBCO Administration Server

Important Note: Please make sure that TIBCO Administrator Server should be the LAST service to be taken

offline.

Stop all the TIBCO processes

TIBCO processes can be stopped individually by executing the individual stop scripts or can be killed using

scripts ‘pskill.exe’ located in “s:\eaiphase1\utils” (as s:\eaiphase1\pskill.exe pid).

Change group or initiate failure of to let cluster failover.

6.3 Maintenance Task (if any)In this section, add details on any tasks that need to be performed daily/weekly/monthly as part of maintenance.

Cleaning of publishing tables:

The publishing table used by TIBCO ADB agent should be monitored for the growth and should be cleaned periodically,

as appropriate.

Tables to be cleaned in Lawson:

TIBCO.P_MICTIBORDP

TIBCO.P_WHSHIPMENT

6.4 Production Change Request and Migration ProceduresAny changes must follow an approved change request and the established change request procedure. The changes

should be done is DEV environment and tested in DEV and TEST environment before migrating to production.

Change request after production go-live involves the following migration procedures:

Schedule a production down time for change and update. This is usually done within the pre-scheduled normal maintenance window.

Stop all the running deployed services using the maintenance shutdown procedure.Migrate TIBCO repository to PROD. Restart all the services using startup procedures. Start the services in the correct

order.Migration must performed by project administrators, not operators.

Add any details specific to a customer here.

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7 Troubleshooting

Details the troubleshooting steps and procedures for support group of the application/service.

Symptom Likely Cause(s) Actions to take

User calls with the following Error

(NNNNN- some error description

here)

System abc required by this

application is down or not

responding.

1. Call support pager of

system abc.

2. Escalate to project team

pager if no response from

system abc pager in 30

minutes

System does not respond to user

request

1. Network slow or down

2. Company Portal is down or not

responding.

3. If remote user, Citrix may be

down or not responding

1. Call Network Team to verify

network availability

2. Call Portal Team to verify

availability

3. If remote user, call Citrix team to

verify availability

4. Escalate to project team pager

A Hawk Rulebase returns the follow

message to the console…<insert

message text here>

List causes List fixes

Table 13 Troubleshooting Instructions

7.1 Email NotificationsIf monitoring and error reporting is through emails, you should list what a particular email sent to EAI administrator

emans and what is the action he is supposed to take after receiving an email, based on the contents of the email.

Sr No

Email Subject What message means? Troubleshooting needed?

1 BW engine failed, check

system…

TIBCO BW engine is stopped. If you have received this message for

the 1st time, then Hawk is trying to start

the BW engine again so you can wait

for the message (2)

2 BW engine is starting… TIBCO BW engine is being started BW engine is being restarted. If this is

the last message you have received

regarding BW engine means the engine

has been restarted successfully. IF not

then please connect to the server

Tibprd1 and check the status of process

‘bwengine.exe’ and the corresponding

log file

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3 ADB failed, check

system….

TIBCO ADB agent is stopped. If you have received this message for

the 1st time, then Hawk is trying to start

the ADB agent again so you can wait for

the message (4)

4 Etc…

Table 14 Email Notifications

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8 Support Information

8.1 <Customer> Support StructureAny section should include the onsite support structure for the project for production environment. This should include

the names of Support Personnel, their support areas and contact details.

8.1.1 Teams and MembersEAI support team consists of the following members:

Person1

Person 2

Person 3

Etc…

8.1.2 Support Strategy and Escalation Channels

8.1.3 Application ErrorsWhen one receives an email notification whose “from name” reads “EAI_Workflow”, and subject say “Error Message

from Order Creation”, it will be mostly application error. Any error with subject “Error Message From Order Creation -

Please contact EAI administrator” should immediately escalated to EAI team/administrator.

8.1.4 System ErrorsWhen one receives an email notification with “from name” as “EAI_Infrastructure”, escalate to the EAI

team/administrator. EAI administrator should use sections 7 as guideline during troubleshooting process.

8.1.5 General Contact InformationIf you encounter problems with TIBCO enabled systems at MI, please contact one of the following:

Problem Type Contact Name Phone Email/pager

Networking

TIBCO Products

Security

Database

<Project Name> Application

TIBCO Product Issues TIBCO Support

TIBCO Issues Escalation

Table 15 <Customer Name>Support Contact Info

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8.2 TIBCO Support Information

8.2.1 Product maintenanceTIBCO releases bug fixes, product enhancements and updates on a regular basis. <Customer Name> subscribes to a

yearly maintenance contract that provides access to TIBCO support and all relevant product enhancements or

upgrades while that contract is valid. <Customer’s agreed level of Service> of service is offered and described on the

website at www.TIBCO.com/services as shown below:

Screenshot 1: Support Programs

<Customer Name> currently subscribes to the following maintenance contract:

Feature Contact name

Support Level

Named Contacts

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http://www.tibco.com/services


Named Contacts Administrator

Assigned Named Contacts

TBD

Table 16 TIBCO Support Contact Info

8.2.2 TIBCO Product Support ProceduresThe preferred method to contact TIBCO support is to use the TIBCO Support Web by connecting to the following URL:

https://support.TIBCO.com

You will then see a login screen as shown below.

Screenshot 2: Support Login

When you are logged into the system, you can use the main screen (shown below) to create a new service request or

review the status of requests already in progress.

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https://support.tibco.com/


Screenshot 3: Welcome Page

The Company licensing contract provides a specific type of maintenance support, including a specified number of

contacts who may represent the company. The ‘named contacts’ are managed by a company administrator. Refer to

the TIBCO Support section for currently defined administrator and named contacts.

8.2.3 Reporting TIBCO Product problemsWhen reporting product problems to TIBCO support, providing adequate information will help to expedite a quick

response to your problem. Information such as your company name, TIBCO products involved, operating systems and

hardware involved, the level of severity (production or development, for example) and attachments such as log files are

important in defining your problem. These items are included in the Web system but are often omitted by the customer

phoning or emailing a problem. Refer to the white paper, ‘TIBCO SUPPORT PROCESS OVERVIEW, 24x7 Customer

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Support, Americas, Asia-Pacific, EMEA’, Rev 1.5, dated August 31, 2001, for details and guidelines for support

operations.

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TIBCO PSG Deployment and Operations Guide Template

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