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Alfresco Support Handbook

Support Packages

With multiple levels of support to choose from, Hyland Support has a package that suits you. Tell us about your project, so we can help you find the perfect match.

Overview

The following table provides a high level overview of what is included with each Support Service package.

Features Standard
Authorized Support Contacts 3
Product Documentation Y
Forums Y
Certified Binaries Y
Critical Alerts Y
Knowledge Base Y
Web / Phone Support Y
Service Packs Y
24x7 Support Y
Alfresco University - Passport  
Premier Services Engineer  
Release Upgrade Assistance  
Weekly Case Reviews  
Quarterly Service Reviews  
Hot Fix Build Priority Escalation  
Annual Health Check  
Assist with Web Client and Server Configuration  
Assist with User Admin guidance, plus role and workflow configuration  
Assist with common customizations  
Basic Setup and Installation  
Annual Performance Tuning  
Customer Council Candidate(s)  

Standard Support

Ideal for high-availability systems, Standard Support offers fast response times. Any production system down issue (Severity Level 1) is responded to on a 24x7 basis. Our Analysts work with your team to address the issue in the shortest possible time. Any other severity issues are initially responded to within the targeted service level response time.

See the Service Level Targets (SLTs) section for more details.

Alfresco Partner Support

If you need local language support, you may like to consider working with one of the Hyland’s Support Partners.

Hyland Support Partners can help you with planning your solution, through implementation, transfer of knowledge, and full support under one of the aforementioned support packages.

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