The Hyland Community has a variety of self-service tools. You can also log a support case in this portal.

The self-service tools are as follows:

• Knowledge Base

  The knowledge base is constantly growing, so we recommended that you search for solutions to common issues before logging a support case.

• Alfresco Product Documentation

  The officially supported Alfresco Documentation has all the current information on installing, configuring, using, administering, customizing, and extending the major versions of Alfresco products.

Should you not find your answer using the self-service tools, please log a support case using one of the following methods:

• Hyland Community Support Cases

  Hyland Support has a web interface that you can use to log a new support case, update an open existing case or review previously closed cases.

• Telephone - recommended logging method for Severity 1 issues

  For all issues, we recommend logging a support case first so we are looking at the same information you have in real-time.

  Phone contact information is located on the Community Technical Support Contact Information page.

Useful Details When Reporting an Issue

Please help us to help you by including the following details when you log contact Technical Support for assistance:

• Version of the Alfresco product impacted.
• For Alfresco Content Services, please include the start of the alfresco.log file that shows the schema version.
• Operating system, database, application server, and browser version (see Supported Platforms and Languages for supported versions).
• Explain the issue with as much detail as possible, and what is being done within the product to cause the issue to occur.
• Attach a JMX Dump, if possible.
• When the issue started.
• Any changes made around this time.
• Impact the issue is having; please refer to Alfresco Severity definitions.
• Troubleshooting carried out to date.
• Any supporting evidence, such as log files or on-screen messages.