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Support Package Overview

The following table provides a high level overview of what is included with each Support Service package.
Features Starter/Business Enterprise Premier
Authorized Support Contacts 2 3 up to 10 contacts depending on the Premier Program
Product Documentation Y Y Y
Forums Y Y Y
Certified Binaries Y Y Y
Critical Alerts Y Y Y
Knowledge Base Y Y Y
Phone / Web Support Y Y Y
Service Packs Y Y Y
M-F Customer Business Hours Support Y Y Y
24x7 Support Y Y
Alfresco University - Passport Y
Premier Support Engineer Y
Release Upgrade Assistance Y
Weekly Case Reviews Y
Quarterly Service Reviews Y
Hot Fix Build Priority Escalation Y
Annual Health Check Y
Assist with Web Client and Server Configuration Y
Assist with User Admin guidance, and role and workflow configuration Y
Assist with common customizations Y
Basic Setup And Installation Y
Annual Performance Tuning Y
Customer Council Candidate(s) Y
Developer Support Y