Premier Program Services
This is the best offering if you need Alfresco to know you, your environment, and your Alfresco-based ECM solution. All support cases submitted are routed directly to a premier advanced team of engineers with faster, targeted response times.
- Have a large project
- Want a designated Alfresco Technical staff member to be part of your team
- Need help managing your issues
- Would like a preview of the product roadmap
- Require Best Practice advice
- Need someone who knows your technical environment and is able to offer proactive support geared specifically to your needs
- Require a designated technical contact
- Would like an annual health check
- Need scalability testing
- Desire Alfresco Training for your staff
The Alfresco Service Engineer Program provides large enterprise customers with an Alfresco Service Engineer dedicated to the planning, deployment, and day-to-day maintenance of your Alfresco solution. This resource serves as the primary point of contact for all technical issues and requests, optimizes the Alfresco solution to meet demanding user requirements and helps content managers plan for future growth. With this program, your dedicated Alfresco Service Engineer works 40 hours per week for you, either physically onsite at your office (OnSite Services Engineer—OSE) or remotely from ours (Remote Services Engineer—RSE).
The Alfresco Technical Account Management Program provides customers with a highly skilled, proactive Technical Account Manager (TAM) who acts as a single point of contact into Alfresco’s global support organization. This resource is assigned to you, has a detailed knowledge of your work environment and business needs, and acts as your advocate, ensuring that support issues and technical requests are addressed and resolved quickly.
Ideal for high-availability systems, Enterprise Support offers fast response times.
Any production system down issue (Severity 1) responded to on a 24*7 basis. Our on-call engineers work with your team to address the issue in the shortest possible time. Any other severity issues will be responded to within the initial targeted service level repsonse; see the Target Service Level Objectives section.
With telephone access and Support Portal access all severity issues are responded to within the initial targeted service level repsonse; see the Target Service Level Objectives section. Departmental Support is most appropriate for small non-mission critical applications.
Alfresco Partner Support
If you need local language support, you may like to consider working with one of the Alfresco Support Partners.
Alfresco Partners can help you with planning your solution, through implementation, transfer of knowledge, and, of course, full support under one of the aforementioned Alfresco packages.