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Alfresco Support Handbook

Premier Services

Premier Services is the most appropriate offering if you need Hyland to know you, your environment, and your Alfresco Content Services or Alfresco Process Services solution.

This Service is for you if you:

  • Have a large project
  • Want a dedicated Premium Services Engineer to be part of your team
  • Want a designated Technical Account Manager to work with your team
  • Need help managing your issues
  • Would like a preview of the product road map
  • Require best practice advice
  • Need someone who knows your technical environment and can offer proactive support geared specifically to your needs
  • Require a designated technical contact
  • Would like an annual health check
  • Need scalability testing
  • Desire a specific product training for your staff

Premium Services Engineer Program provides large enterprise customers with a Premium Service Engineer dedicated to the planning, deployment, and day-to-day maintenance of your product solution. This resource serves as the primary point of contact for all technical issues and requests, optimizes your solution to meet demanding user requirements and helps content managers plan for future growth. With this program, your dedicated Premier Services Engineer works 40 hours per week for you remotely from our offices.

The Alfresco Technical Account Management Program provides customers with a highly skilled, proactive Technical Account Manager (TAM) who acts as a single point of contact into the global support organization. This resource is assigned to you, has detailed knowledge of your work environment and business needs, and acts as your advocate, ensuring that support issues and technical requests are addressed and resolved quickly.

Overview

The following provides a high-level overview of what is included with Premier Services.

Features Premier Services
Alfresco University - Passport Y
Premier Services Engineer Y
Technical Account Manager 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

Premier Services Policy

Clarifications to the policies associated with the Premier Services personnel.

Technical Account Managers (TAM)

During times of absence, accounts are temporarily reassigned to another TAM for handling Severity Level 1 support cases.

Premier Services Engineers (PSEs)

PSEs (remote or on-site) work normal Hyland business hours for the time zone in which they are based. The PSE is assigned full time to one named customer account. PSEs adhere to the published holiday calendar. PSEs may take reasonable time off as needed for illness, vacation, training, and other internal company needs. During these periods, Hyland will meet our support obligations using the normal Hyland support channels, including Community and phone access for high severity level issues. Other parts of the Premier Services program remain in force. For periods of extended absence greater than four weeks, Hyland provisions a backup resource and coordinates a hand-off. Due to geographic constraints, backup personnel may be located at a remote location.

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