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Alfresco Support Handbook

Support Policies

  • Product Support Policy A glossary of terms and the Support policy for Alfresco Products, Components, and Versions.
  • Alfresco Content Services - API Support Policy This document describes the Support and Backward compatibility Policy for all the supported in process and remote APIs / Extension Points provided for Alfresco Content Services (Alfresco One). These policies are provided to ensure high longevity customizations and integrations with Alfresco Content Services.
  • Product Support Lifecycle The Alfresco Product Support Lifecycle and the how Alfresco products, versions and components transitions through support states
  • Security Policy Describes how Alfresco will respond and fix security issues, depending on the issue severity. This policy applies to the Alfresco Enterprise built products, such as, Alfresco Content Services, Alfresco Process Services, Alfresco Cloud, and the Alfresco built Add-ons modules.
  • Service Pack Escalation Policy In general, customer issues are given priority over any community issues. Customer issues are addressed within the earliest Service Pack release possible based on complexity and prioritization.
  • Hot Fix and Regression Escalation Policy Some issues are so urgent that it is not possible to wait for the issue to be resolved in a future service pack. For these situations there may be an option of a Hot Fix (HF).
  • Enhancement Policy Alfresco accepts code contributions, improvements, suggestions, and recommendations for future releases. The Enhancement policy manages these items.
  • Extensions and integrations support Alfresco Content Services is a modular platform and offers certain capabilities in the form of add-on extensions, typically packaged as Alfresco Module Package (AMP) or as of Alfresco version 5.1 as Alfresco Simple Modules (JAR), developed by Alfresco Software or by it's Community ecosystem. We describe here the different types of extensions, they support and compatibility.
  • Premier Support Policy Clarifications as to the support policies associated with the Premier Services personnel.
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