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.
The following table provides a high level overview of what is included with each Support Service package.
|Authorized Support Contacts||3|
|Web / Phone 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)|
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.