so your business never stops.
Discover a resilient data support system designed to stay reliable under any circumstances.
Direct Manufacturer SupportReceive support directly from the engineers who developed the product—not by a distributor or intermediary.
Exceptional R&D TalentWith 80% of our workforce dedicated to research and technical roles, we can deliver the industry’s fastest engine analysis and patch development when issues arise.
Data-Driven History ManagementLeveraging the operational history stored in GTS, we provide customized support aligned with the unique characteristics of each customer’s environment.
Beyond simple incident response, we support the entire database lifecycle from adoption to operations optimization.
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Installation and Technical SupportProvide product installation optimized for customer environments and guidance for configuring high-availability architectures
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Failure Analysis and RecoveryIdentify the root cause and provide rapid recovery measures in response to system errors or critical incidents
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Performance Optimization AssessmentImprove database performance through engine parameter tuning and analysis of overloaded queries
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Product Updates and PatchesProvide regular and ad hoc patches to apply the latest features and resolve security vulnerabilities
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Data Migration SupportTechnical consulting to safely migrate data from legacy systems to the Tibero environment
24/7, 365-day support through our online support site and knowledge archive
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GTS (Global Technical Support)- Technical Support Portal
- Real-Time Technical Support and Troubleshooting
Manage the full support lifecycle in a unified workflow—from service request (SR) submission and status monitoring to complete case history tracking. A dedicated engineer is assigned to deliver real-time technical guidance, including incident analysis, patch delivery, and performance optimization recommendations.
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Docs (Technical Documentation)- Manuals & Guides
- Product Integration Knowledge Archive
Provides official manuals, release notes, installation guides, and technical white papers for all Tibero products. Continuous update of advanced search capabilities and the latest technical content help users solve problems on their own or learn product features.
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Structured four-stage process to thoroughly analyze customer requests and resolve issues with speed and precision
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STEP 01.
Service Request Reception (GTS)
Customers submit technical inquiries or report incidents through GTS.
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STEP 02.
Assignment of the Responsible Engineer
A dedicated engineer with specialized expertise in the relevant request area is assigned to promptly evaluate the issue and determine the appropriate next steps.
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STEP 03.
Technical Analysis and Resolution
Following root cause analysis, we deliver guidance and take corrective action through emergency patching or environment configuration changes. When a more in-depth investigation is needed, we work with our laboratory team to carry out engine-level response measures.
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STEP 04.
Verification of Actions and Completion
After confirming that the provided resolution has been applied successfully, we collect final feedback and close the service request.
From manufacturer-level deep analysis to swift patch remediation,Discover Tibero’s exclusive customer support services.
