Summary: Dollar Universe support that goes beyond the product code — Tricise manages your Broadcom tickets for you.
Dollar Universe Product Support — Tricise Premium Service
Tricise Premium Service for Dollar Universe Automation — expert coverage for the infrastructure, network and script issues that sit outside official vendor support, with Broadcom ticket management included.
Overview
When a critical business process stops in Dollar Universe, every minute counts. Official vendor support is essential, but it has one limitation: it only covers the product code itself. What happens when the issue is caused by a slow server, a network outage, or an external script? This is where the difference between a software vendor and an expert partner like Tricise determines how quickly you get your business back up and running.
Tricise Premium Service is a service Tricise offers to close that gap for Dollar Universe customers. Instead of a ticket being closed the moment it falls outside the product code, Tricise diagnoses the underlying infrastructure, network and script issues directly, and becomes your single point of contact with Broadcom for everything that genuinely is a product bug. Depending on the service level, this can extend to proactive script review and optimisation — shifting support from reactive firefighting to prevention.
Key benefits
Deep expertise
Certified engineers dedicated exclusively to enterprise automation — not a generalist help desk. When a Uproc fails because of a database timeout or an unsupported SMTP authentication method, Tricise analyses the code and the integration directly, rather than referring you back to “check your external script.”
End-to-end support
From the underlying infrastructure to the Univiewer console and distributed agents, Tricise looks at the whole environment a Dollar Universe job runs in — servers, network, operating system and third-party tools — so the root cause gets found, not just ruled out.
Fewer disruptions
Our expertise helps identify and resolve issues faster, minimising downtime and business disruption. For network latency or CPU overload, we analyse technical traces (uxtrace) and machine performance to find the real bottleneck instead of closing the ticket as “not a product issue.”
What’s included
- ›Full-ecosystem support, not just the product code
Official Broadcom support is exclusively focused on native product bugs. Tricise covers the entire automation ecosystem around Dollar Universe.
- ›Infrastructure & network diagnosis
Environmental issues — cloud latency on Azure or AWS, CPU overload, network bottlenecks — are diagnosed and resolved, rather than being ruled outside scope.
- ›Non-software issue resolution
Failures caused by an unavailable business database, unsupported SMTP authentication, or other external dependencies are handled directly instead of being sent back to you as “working as intended.”
- ›Direct liaison with Broadcom
Tricise opens and manages tickets with Broadcom on your behalf — you no longer have to manage the vendor relationship yourself for every case.
- ›Uproc & script review and optimisation (*)
Analysis and optimisation of your Uprocs and custom scripts, including rewriting or fixing processes so production resumes as quickly as possible.
- ›Proactive operational approach (*)
Where official support is reactive by nature — waiting for issues to occur — Tricise can shift you toward prevention and optimisation.
(*) Depending on the service level
Real-world scenarios
Network outages or server overload
If a Dollar Universe node stops responding due to network latency in your cloud environment (Azure, AWS) or CPU overload on the server, Broadcom may confirm its services are running and close the ticket, as the issue isn’t related to their product code.
We act immediately: analysing technical traces (uxtrace) and machine performance to identify the bottleneck in your network or operating system and resolve the underlying issue.
Script failures or third-party tools
If a job (Uproc) fails because your business database is unavailable, or your SMTP server needs external authentication that isn’t natively supported, the vendor may not be able to help — “the scheduler is working correctly; please check your external script.”
We don’t leave you on your own: we analyse the Uproc code, check its integration with third-party tools, and help rewrite or fix the process so production can resume as quickly as possible.
Complex product bugs
If a genuine bug is found in the Dollar Universe code, your IT team may spend hours collecting logs, escalating through the support portal, and justifying the urgency of the case.
We become your single point of contact: opening the ticket directly with Broadcom, providing the required technical evidence, following up, and delivering the solution end-to-end.
Ready to stop losing hours to tickets that go nowhere?
Talk to our certified engineers about your Dollar Universe environment and find out how Tricise Premium Service can help secure your production.