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Ensuring Good Communication

If you are planning on going on vacation or are otherwise unavailable for an extended period of time, please either request we move your cases to another support contact in your organization or request that we place any of your open cases into the "On Hold" status.

In order for the support team to address your issue, we may request additional information. We will expect to receive your responses in a timely manner. In the event that we do not receive a response, then we will follow a case chase sequence, where we attempt to contact the customer via the support case and phone. If still no response has been received after several attempts, your support case will be moved to the "Closed" state.

Normally, a support case is only closed and marked "Resolved" upon your satisfaction. If the reported issue has not been seen before, the issue and resolution will be documented in our Knowledge Base to assist other customers who may encounter the same issue.

To access the Knowledge Base, login to the Alfresco Support Portal, and then go to the Solutions Tab.

Your feedback is important to us. As the last step in the lifecycle, you will be asked to complete a short survey designed to help us improve our service. In addition, you are welcome to let us know your thoughts at any time by emailing us at support@alfresco.com.

Sending feedback to the Alfresco documentation team

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