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Alfresco Support Handbook

Roles and Responsibilities

Hyland understands that you are the experts in your environment, and that when you contact us, you need to be connected to a knowledgeable resource. For this reason, every Hyland Support Analyst and Partner Support team member 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 an overview of the Hyland team that’s here to help you.

Support Analyst Team

The Support Analyst team owns your support cases, troubleshoots issues, escalates as appropriate, and manages support requests to resolution.

Premier Services Team

For Premier customers, this team is a designated to look after your Hyland software investment by providing expedited access to the necessary resources you need.

Hyland Product Team

Hyland Product Developers are some of the most experienced in the industry. They work with the Support and Premier Services teams to triage highly complex escalated product issues and manage them to resolution.

Customer Care Advocate (CCA)

Your Customer Care Advocate is available to answer questions about your support status, and to ensure you have the correct level of support to match your needs.

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