Enterprise databases must operate reliably around the clock to support business-critical operations. In sectors such as financial services, government, and manufacturing, even a minor database issue can lead to service disruptions and delays in critical business processes.

For database administrators (DBAs) and IT operations teams, the speed of technical support and visibility into the resolution process are directly linked to operational stability.

However, traditional support workflows—where customers explain an issue by phone or email and wait for the request to be relayed to an engineer—can introduce several challenges.

Critical information may be lost as requests pass between teams, and customers may have to wait for an engineer to be assigned. More importantly, it can be difficult to track the progress of an issue in real time or know when it is likely to be resolved.

During an issue, teams need more than a way to submit a support request. They need accurate information exchange, timely access to technical expertise, and clear visibility into the entire support process.

GTS(Global Technical Support): An Integrated Technical Support Platform

To address these challenges and help customers resolve issues more efficiently, Tibero operates GTS (Global Technical Support), an integrated technical support platform.

GTS brings previously fragmented support channels, such as phone and email, into a unified environment. It enables customers to access technical information, submit service requests (SRs), manage technical support requests, request on-site or remote assistance, request patches and binaries, and review support history—all in one place.

When an issue arises, customers can find relevant information and submit support requests directly through the platform. They can also track SR status and review previous support cases, helping them manage a wide range of database support activities in a more structured way.

👉🏻 Visit GTS(Global Technical Support)

GTS Feature 1: Find the Technical Information You Need

Not every technical issue requires immediate intervention from an expert. When a solution is already documented, finding the relevant technical information may be the fastest way to resolve the problem.

GTS provides a range of database operations resources, along with AI-powered answers based on its knowledge base, helping customers find the information they need more efficiently.

1. Technical Information

GTS provides technical guidance to help customers work with Tibero features and capabilities, covering installation, performance tuning, patching and upgrades, migration, integration, backup and recovery, and more.

👉🏻 Explore Technical Information

2. Troubleshooting Guides

Database errors and other technical issues can arise from a variety of causes.

GTS provides troubleshooting guides that explain potential causes and recommended resolutions for common technical issues. These resources help customers investigate problems and take appropriate corrective action more quickly.

👉🏻 Explore Troubleshooting Guides

3. Patch Information

Keeping up with relevant patches and technical updates is also essential to maintaining a stable database environment.

GTS provides information on key patches for Tibero, helping customers review available updates and assess whether they need to be applied to their environments.

👉🏻 Explore Patch Information

GTS Feature 2: Request Technical Support Through Service Requests (SR)

When an issue cannot be resolved through available documentation, customers can submit a Service Request (SR) to receive technical assistance.

GTS is designed to consolidate support requests that were previously handled through separate channels, such as email and phone, into a unified SR workflow.

Depending on their needs, customers can submit the following types of requests:

GTS also automatically recommends relevant technical documentation based on SR details, helping customers find useful information and connect with specialized support more efficiently.

GTS Feature 3: Track Support Progress in Real Time

Submitting a request quickly is only part of the process. Customers also need to know what is happening after the request has been submitted.

GTS allows customers to monitor the status of their SRs in real time, providing visibility into each stage of the support process.

By tracking SR status at each stage, customers can see more than just whether a request has been received. They can understand where the issue stands in the support process—an especially important capability when service disruptions or database issues require timely operational decisions.

GTS Feature 4: Reuse Support History to Resolve Recurring Issues Faster

Technical issues in database environments may recur over time. When the same or a similar problem occurs again, access to previous root-cause analyses and resolutions can help reduce troubleshooting time.

Through the Organization Requests tab, GTS allows customers to review SRs and responses submitted by other members of their organization. Because support history remains accessible, teams can refer to previous cases even when responsibilities change or employees move to different roles.

This reduces reliance on individual experience and creates an environment where technical support history can be captured, shared, and reused across the organization.

Database Support Needs Both Speed and Visibility

Effective database technical support is about more than providing a quick answer.

It requires a connected workflow that enables teams to:

Find relevant technical information → Submit an SR when further assistance is needed → Engage specialized engineers → Track resolution progress → Reuse accumulated support history.

When these activities work together, database operations teams can respond to issuess and technical issues in a more structured and effective way.

Issuess can occur in any database environment. The key is not simply to hope they never happen, but to ensure the right support capabilities are in place to respond when they do.

With GTS, Tibero brings technical resources, support requests, issues tracking, and support history together in one platform—helping customers manage database support more efficiently and maintain operational stability.