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Alfresco Support Handbook

Roles and Responsibilities

Hyland understands that you are the experts in your environment, and that when you contact us, you need to be connected to a knowledgeable resource. For this reason, every Hyland Support Analyst team member must be certified in Alfresco and our supporting technologies. We will work with you to understand the issue and the impact it is having on your business. Here is an overview of the Hyland team that’s here to help you.

Support Analyst Team

The Support Analyst team owns your support cases, troubleshoots issues, escalates as appropriate, and manages support issues to resolution.

Premier Services Team

For Premier Services customers, this team is designated to look after your Hyland software investment by providing expedited access to the necessary resources you need.

Customer Care Advocate (CCA)

Your Customer Care Advocate team is available to answer questions about the status of your support cases, and to ensure you have the correct level of support to match your needs.

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