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You have contacted support using e-Support, e-Mail or the telephone, what happens next? 

The first thing that will happen is that your issue will be assigned to an Alfresco specialist who will manage your issue to conclusion.

You can expect them to perform the initial triage to  understand the impact this issue is having on your business and help make sure we get all the information we need in a timely manner. Next we will search all available knowledge to see whether we can answer your question, and if not we will make every effort to replicate it on one of our in-house systems.

What happens after that, depends on the type and complexity of the issue. 

• If the answer is found we will deliver it to you in the most expedient way. 
• If we cannot replicate the issue, we will need your assistance to gather ever more detailed information until we are able to replicate or have resolved the issue.
• Should we detect a Defect or Enhancement request, the issue will be logged in JIRA and you will be able to monitor the progress of your issue on-line. Support will help to prioritise the issues that are having the greatest impact.

If at any point you are not satisfied, please feel free to follow our escalation procedure. 

Once the issue is resolved to your satisfaction, it can be closed. If this issue has not been seen before, it will be documented in the Alfresco Support Knowledgebase to help other customers who may encounter the same issue.

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