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Alfresco Support Handbook

Support Issue Resources and Case Logging

The Support Portal has a variety of self-service tools. You can also log a support case in this portal.

The self-service tools are as follows:

  • Solutions (Knowledge Base)

    Solutions is a knowledge base that is constantly growing, so we recommended that you search for solutions to common issues before logging a support case.

    To access the knowledge base, log in to the Support Portal and then go to Solutions tab to search for a topic.

  • Alfresco Documentation

    The officially supported Alfresco Documentation has all the current information on installing, configuring, using, administering, customizing, extending, and troubleshooting for your major version of Alfresco products.

Should you not find your answer using the self-service tools, please log a support case using one of the following methods:

  • Support Portal

    Alfresco Support has a web interface that you can use to log a support case. Go to Support Portal and create a new case with the pertinent details and any necessary attachments.

    In the event that the Support Portal is down or unavailable, then support contacts can email support@alfresco.com which will automatically create a support issue.

  • Telephone - mandatory logging method for Severity 1 issues

    For all issues, we recommend logging a support case first so that we are looking at the same information you have in real-time.

    If you’d prefer to talk to us, you can find our phone numbers on the Support Portal (Support Portal). Click Contact us and use the support number closest to your geographic location and time zone.

Useful Details

Please help us to help you by including the following details when you log a call:

  • Version of Alfresco Content Services (ECM) or Alfresco Process Services (BPM- Activiti)
  • For Alfresco Content Services, please include the start of the alfresco.log file that shows the schema version
  • Operating system, database, application server, and browser version (see Supported Platforms and Languages for supported versions)
  • Explain the issue with as much detail as possible about the circumstances in which it happens
  • Attach a JMX Dump, if possible
  • When the issue started
  • Any changes made around this time
  • Impact the issue is having; please refer to Alfresco Severity definitions
  • Troubleshooting carried out to date
  • Any supporting evidence, such as log files or on-screen messages

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