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Service Level Targets (SLTs)

You can view your support cases at any time via the Support Portal. Below are the target response times for a support case based on the customer's subscription type and support case severity level.

Under Developer Support, the initial response target for all cases is one business day regardless of severity. At this time, there is no target offered for case resolution.

All support center telephone numbers are available via the "Contact Us" button on the Support Portal Home Page or you can search for "Support Numbers" within the Support Portal.

Initial Service Level Target Response Times

Severity Short Title Premier/Partner Enterprise Starter/Business
One (1) Production System Down 1 hour 2 hours 4 Business hours
Two (2) Production/Development - Major Impact 2 hours 4 Business hours 1 Business day
Three (3) Production/Development - Minor Impact 6 hours 1 Business day 2 Business days
Four (4) Question/How-to/Enhancement 1 Business day 2 Business days 3 Business days

Subsequent Service Level Target Response Times

Severity Short Title Premier/Partner Enterprise Starter/Business
One (1) Production System Down Constant Phone Bridge Constant Phone Bridge Hourly
Two (2) Production/Development - Major Impact Daily Daily Every two days
Three (3) Production/Development - Minor Impact Every two days Every two days Every three days
Four (4) Question/How-to/Enhancement Every four days Every four days Every five days

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