Alfresco Support Handbook

Alfresco Support is here to help resolve any issue or answer any question you have about Alfresco Software products.
All of our supported customers enjoy the following benefits:
  • Alfresco certified binaries that have run through the full QA suite
  • Access to the Support Portal
  • Access to our Solutions database of knowledge
  • Full Alfresco software product documentation
  • Initial contact within your contract's response times
  • Ability to download all released Major, Minor and Service Pack versions
  • Automated license generation
  • Customer notifications for all releases, security alerts, and important updates
  • Feedback loop through regular surveys

Alfresco constantly strives to develop and improve Customer Service solutions to help you get the most from working with Alfresco.

  • Support Packages With multiple levels of support to choose from, Alfresco Support has a package that suits you. Tell us about your project, so we can help you find the perfect match.
  • Support Package Overview The following table provides a high level overview of what is included with each Support Service package.
  • Roles and Responsibilities Alfresco understands that you are the experts in your environment and that when you contact us, you need to be connected to one of our experts. For this reason, every Alfresco Support Engineer and Partner Support Engineer 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 a ‘Who's Who’ of the Alfresco Customer Success team.
  • Contacting Alfresco Support There are a number of ways to contact Alfresco support.
  • Support Hours Our support centers are open to support all of our customer's local business hours. The Support Portal is available 24*7 and any telephone calls are routed to the closest open Support Center at the time of the call.
  • Service Level Targets (SLTs) You can view your support cases at any time via the Support Portal. Below are the target response times for a support case based on the customer's subscription type and support case severity level.
  • Severity Definitions Here are the severity definitions that Alfresco Support uses when prioritizing and working on your issue. If you are able to help us by reserving the selection of Severity One(1) for your most critical issues, you can be sure that the Alfresco Support team responds appropriately.
  • Support Holiday Calendar Below is a list of observed holidays for each of the Support Centers. Each region's Support Center assists customers during the customer's local business hours from 8AM-6PM (0800-1800). Each Alfresco Support Center is always open 24*7 for all Severity One – Production Down concerns.
  • Support Policies
  • Resources
  • Feedback and Comments Why not let us know how to help you most effectively? New ideas and suggested improvements are always welcome.
  • Copyright

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