Customer Success

To enroll or learn more, contact sales.

Customer Success Management

A TIBCO Customer Success Manager (CSM) will be assigned to your organization and will provide coverage for the purchased product or package. The CSM will be your primary contact and TIBCO champion responsible for regular check-ins and will oversee the various elements available in the Upshift plan. Your CSM will manage touch points and maintain regular proactive communication to confirm that all is on track.

Technical Resources

You have access to TIBCO experts (Customer Success Architects, or CSA’s) to assist and provide expert consultation and guidance. Your CSM will work with you to identify the best uses of your expert resource time based on your project, staff and desired outcomes.These resources may be used for TIBCO recommended use cases or for other assistance identified by you and your CSM as necessary for your success. Each Upshift plan provides a fixed allotment of resources time. This time is generally made available via both technical inquiries and scheduled engagements. Technical inquiries are measured in hours and generally serviced within days, whereas scheduled engagements are measured in days and are scheduled potentially weeks in advance per resource availability.

Onboarding & Project Kickoff

The onboarding process expedites the planning and facilitating of the project, and generally consists of:

• A project kick-off to confirm fulfillment and access
• Validation of product capabilities in scope
• Sharing recommended resources
• Advise on the project plan
• Review implementation activities and timeline

Customer Success Workshop

Customer Success Workshops are designed to provide recommendations and risk management for your implementation. The outcome of a success workshop includes a "quick win scenario", which is an attainable goal, limited in scope, for a major milestone to achieve shortly after coming onboard. We also provide recommendations that are designed to help ensure your long-term success.

Training & Certification

The TIBCO Academy platform has hundreds of self-paced e-learning courses, tutorials, and other assets to enable you to learn a new skill, prepare for a TIBCO certification, and even advance your skills with products and solutions you use today. The TIBCO Upshift plans provide clients access to TIBCO Academy as follows.

• Annual subscription seats to TIBCO Academy and a 25% discount for additional subscription seats. See Upshift Plans for seat count information.
• 1 TIBCO Certified Associate certification and a 25% discount on additional Associate or Professional certifications.

Premium Content

Access to premium assets. These vary by product suite but can include software components such as tools, projects, templates, adaptors, workflows, exclusive help guides, etc.

Supported TIBCO Products

TIBCO Upshift plans are available for the products listed in the table below. Support for additional products is available through our TIBCO Customer Success Enterprise plans.

Upshift Plan Components

The following is a list of common services provided by TIBCO Upshift plans. Please note the delivery of these components are subject to the availability of expert resource time in the selected plan.

• Initial project scope review
• Business objectives review
• Pre and post production rollout review
• Functional requirements review
• Architectural review (CSA required)
• Capacity planning (CSA required)
• Training and services discussion
• Performance tuning assistance (CSA required)
• Migration assistance to new versions (CSA required)
• Product roadmap presentations
• Deeper support for issues not resolvable by support tickets

Product-Specific Upshift Plan Details

The TIBCO Upshift plans are crafted in a generic way for coverage across a variety of TIBCO products. For more specific product plan details and recommendations please contact your sales executive or customer success manager.

TIBCO Support Requirement

TIBCO Upshift plans require clients to have a TIBCO support plan. Since the packaging of TIBCO support plans varies by product, there is not one specific plan that is required. Instead the requirement is simply that a support plan is present for the product or package which a TIBCO Upshift plan is being purchased. This requirement is present because Customer Success is not intended to act as an alternative to a support plan.

Travel Expenses

The fees in this plan cover labor costs only and do not include any Travel Expenses that the Licensor will invoice to the Customer separately.