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Deployment and Operations

Guide for <Project Name>

You should put here an overview of the document including appropriate things
Consulting like the intent of the document, the intended audience, prerequisite knowledge,
Services 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

Global Headquarters
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Toll Free: 1 800-420-8450
Fax: +1 650-846-1005
©Copyright 2004, TIBCO Software Inc. All rights
reserved. TIBCO, the TIBCO logo, The Power of
Now, and TIBCO Software are trademarks or
registered trademarks of TIBCO Software Inc. in
the United States and/or other countries. All other
product and company names and marks
mentioned in this document are the property of
their respective owners and are mentioned for
identification purposes only. 0204
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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TIBCO Deployment and Operations Guide for <Project Name>

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COPYRIGHT© 2004 TIBCO Software Inc. This document is unpublished and the foregoing notice is affixed to protect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

Trademarks
Technologies 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.

Confidentiality
The 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 Warranty
The 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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TIBCO Deployment and Operations Guide for <Project Name>

Table of Contents
Consulting
Services....................................................................................................................................1

1 Document Overview........................................................................................7
1.1 Background........................................................................................................................7
1.2 Document Purpose.............................................................................................................7
1.3 Related Documents............................................................................................................7

2 Brief Overview Of Architecture......................................................................8


2.1 Introduction.........................................................................................................................8
2.2 Business Use Case............................................................................................................8
2.3 Logical Architecture ...........................................................................................................9
2.4 Components and Role .......................................................................................................9

3 Deployment Architecture..............................................................................11
3.1 Deployment Pre-requisites...............................................................................................11
3.2 Deployment Server Inventory ..........................................................................................11
3.3 TIBCO Product Deployment Checklist .............................................................................12
3.4 Subject/Destination Names .............................................................................................12
3.5 Ports Inventory ................................................................................................................13

4 Deployment Instructions...............................................................................14
4.1 Deployment Specific Values.............................................................................................14
4.2 Global Variable ................................................................................................................15
4.3 Hawk Configuration Steps................................................................................................15
4.4 Deployment Verification....................................................................................................15

5 Monitoring.......................................................................................................16
6 Operating Procedures...................................................................................17
6.1 Start the System ..............................................................................................................17
6.2 Maintenance Shutdown of the System.............................................................................17
6.3 Maintenance Task (if any)................................................................................................18
6.4 Production Change Request and Migration Procedures...................................................18

7 Troubleshooting.............................................................................................19
7.1 Email Notifications............................................................................................................19

8 Support Information......................................................................................21
8.1 <Customer> Support Structure.........................................................................................21
8.1.1 Teams and Members...........................................................................................21
8.1.2 Support Strategy and Escalation Channels.........................................................21
8.1.3 Application Errors.................................................................................................21
8.1.4 System Errors......................................................................................................21
8.1.5 General Contact Information................................................................................21
8.2 TIBCO Support Information..............................................................................................22
8.2.1 Product maintenance...........................................................................................22
8.2.2 TIBCO Product Support Procedures....................................................................23
8.2.3 Reporting TIBCO Product problems....................................................................24

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TIBCO Deployment and Operations Guide for <Project Name>

Table of Figures
Figure 1 Integration Use Cases...........................................................................8
Figure 2 Logical Architecture..............................................................................9

Table of Tables
Table 1 Integration Use Case Descriptions........................................................9
Table 2 TIBCO Components..............................................................................10
Table 3 Databases...............................................................................................10
Table 4 Deployment Physical Inventory...........................................................11
Table 5 Deployment Object................................................................................12
Table 6 Deployment Product Checklist............................................................12
Table 7 Subject/Destination Names..................................................................13
Table 8 UDP Ports Inventory.............................................................................13
Table 9 TCP Ports Inventory..............................................................................13
Table 10 Deployment Steps...............................................................................14
Table 11 Deployment Specific Environment Variables...................................15
Table 12 Deployment Specific Global Variables..............................................15
Table 13 Troubleshooting Instructions............................................................19
Table 14 Email Notifications..............................................................................20
Table 15 <Customer Name>Support Contact Info...........................................21
Table 16 TIBCO Support Contact Info..............................................................23

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TIBCO Deployment and Operations Guide for <Project Name>

1 Document Overview

1.1 Background
Explain 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 Purpose


Define 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 Documents


Reference 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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TIBCO Deployment and Operations Guide for <Project Name>

2 Brief Overview Of Architecture

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

2.1 Introduction
Introduce 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 Case


Briefly 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.

Lawson Shipment

Shipping

Siebel Quote Siebel Order TIBCO Lawson Order

Sales
Order
Management

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 When an order is created in Siebel from quote, the information about
Quote 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 User then manually checks the customer cross-reference information
as per Siebel order 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

Business Work

HTTP/LOGAN_CGI
Lawson 7.3

DesignEngine
Process er

TRA

TIBCO Messaging Bus Oracle


DB
Adapter Adapter
for for ODBC
Siebel Oracle

Oracle Siebel 7.5


DB

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 Deployment and Operations Guide for <Project Name>

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-requisites


Very 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> <Test Machine 1 Name> <Prod Machine 1 Name>
<IP address> <IP address> <IP address>
EAI machine2 <Dev Machine 1 Name> <Test Machine 1 Name> <Prod Machine 1 Name>
<IP address> <IP address> <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
Order_notification.ear TIBCO Enterprise Archive File StarTeam server def directory /x/y/z

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Order_collector.hrb, TIBCO Hawk Rulebases StarTeam server def directory /x/y/z


Order_notification.hrb,
SAP_Adapter_rulebase.hrb
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 IP Address Description Deployed Software Network


Name
TIBCOprd1 Compaq ProLiant RVRDs 7.1.15
DL360, TIBCO Admin Server 5.2
Dual processors @ TRA 5.2
1.3GHz,
1GB RAM,
Drive C: 10 GB
Drive D: 24GB
Windows 2000
Server
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.SiebelAdapterPublishe Message published by Siebel Publisher when
r.PubSaleOrder Order is created in Siebel from Quote
<CustomerName>.<Env>.adsbl.SiebelAdapterSubscrib Message published by Business Works process
er.SubSaleOrder engine to change the Siebel Order Status
1. From “Sending” to “On Hold”

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TIBCO Deployment and Operations Guide for <Project Name>

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 Description


7500 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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TIBCO Deployment and Operations Guide for <Project Name>

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 Dependenci Configurati


es on
Instructions
1 Deploy Host selected for BW processes. None Update Global
Order_Collector.ear [enter hostname] Variables as
shown in section

2 Deploy Host selected for BW processes. None Update Global


Order_Notification.ear [enter hostname] Variables as
shown in section

3 Deploy Hawk Rulebase Host selected for BW processes. 1 and 2 Hawk Config File
Files [enter hostname] Changes as
Order_collectore.hrb, shown in section
order_notification.hrb,
SAP_ADAPTER
4 Start the Business 1, 2, 3 None
Works processes
Deployed via steps 1
and 2
5 Etc…

Table 10 Deployment Steps

4.1 Deployment Specific Values


In 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
TIBCO Administrator Shutdown Port
TIBCO Administrator Apache Warp Connector Port

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TIBCO Deployment and Operations Guide for <Project Name>

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 Steps


In 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 Verification


List 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 System


In 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 Procedures


Any 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 System abc required by this 1. Call support pager of
(NNNNN- some error description application is down or not system abc.
here) responding. 2. Escalate to project team
pager if no response from
system abc pager in 30
minutes
System does not respond to user 1. Network slow or down 1. Call Network Team to verify
request 2. Company Portal is down or not network availability
responding. 2. Call Portal Team to verify
3. If remote user, Citrix may be availability
down or not responding 3. If remote user, call Citrix team to
verify availability
4. Escalate to project team pager
A Hawk Rulebase returns the follow List causes List fixes
message to the console…<insert
message text here>

Table 13 Troubleshooting Instructions

7.1 Email Notifications


If 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 Email Subject What message means? Troubleshooting needed?


No
1 BW engine failed, check TIBCO BW engine is stopped. If you have received this message for
system… 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
3 ADB failed, check TIBCO ADB agent is stopped. If you have received this message for

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system…. 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 Structure


Any 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 Members


EAI 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 Errors


When 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 Errors


When one receives an email notification with “from name” as “EAI_Infrastructure”, escalate to the EAI
team/administrator. EAI administrator should use sections as guideline during troubleshooting process.

8.1.5 General Contact Information


If 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 maintenance
TIBCO 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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TIBCO Deployment and Operations Guide for <Project Name>

Named
Contacts
Administrator
Assigned
Named TBD
Contacts

Table 16 TIBCO Support Contact Info

8.2.2 TIBCO Product Support Procedures


The 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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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 problems


When 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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TIBCO Deployment and Operations Guide for <Project Name>

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

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