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Who to Contact?

You have an issue, where do you go for help? If you are not sure, please do log it with support, but here is a high level guide on who can help with what.

Support Engineers

Support Engineers answer questions concerning end customer environments:
  • Specific functionality (“How should this button work?”)
  • Broken functionality (”I pressed this button and X should have happened, but I saw Y”)
  • Broken public API calls
  • Installation, upgrades, and configuration of Alfresco product solutions in customer environments

All of this is covered by your subscription.

Consultants

Consultants help you to:
  • Build applications on top of Alfresco products
  • Design and architect your Alfresco Digital Business Platform project
  • Incorporate best practice advice
  • Help identify issues that are intertwined with custom code before handing off to Support

Alfresco consultants work on a per day basis and their services must be purchased separately from the subscription. Alfresco Partner consultants are arranged and billed through the Partner. You can arrange consulting hours through your normal Alfresco sales channel. If in doubt, please use sales@alfresco.com.

Trainers

Trainers are there to:
  • Give an overview of the Alfresco products
  • Allow features and functionality to be tested in a safe environment
  • Prepare your team for your implementation

Alfresco trainers have all completed an examination in the course presented, and will be happy to work with you to make sure your team have the training they need to be successful. The Training team can be contacted at training@alfresco.com.

Partner Enablement Team

The Partner Enablement Team helps Partners with their specific environment, general and pre-sales related questions. You can find more at http://partners.alfresco.com or by contacting partner-feedback@alfresco.com.