One of the most important services provided as part of an Enterprise Subscription is ongoing maintenance for the Alfresco Enterprise. As part of the Enterprise Subscription customers get:
All Enterprise Subscription customers are entitled to the latest version of Alfresco Enterprise. Alfresco will continue to develop and release new versions of the Alfresco Enterprise. Subscription customers can upgrade to the latest version and leverage any of the new features that it contains.
Alfresco Engineering will issue Service Packs (or updates) to fix specific issues. Alfresco Subscription customers will have access to these updates to ensure that they can maximise the reliability and uptime of their installation.
If the severity of a problem is deemed to be critical and a work around cannot be found then Alfresco Engineering may issue a temporary 'hot fix' to resolve a customer's issue. These are typically rolled into the next maintenance release providing ongoing support for customers.
It may not always be possible for a customer to upgrade to the latest version as quickly as they would like. In this case Alfresco Engineering will back port a fix into older versions of the Alfresco Enterprise.
Alfresco Engineers provide a valuable service to Subscription customers - not only providing them with new versions that have more functionality but also monitoring and fixing issues as they arise.