Technical Support

Businesses that are serious about Enterprise Content Management love Alfresco. If you're serious about protecting your content management investment, an Alfresco subscription is indispensible:

• Versatile and dedicated support team in three worldwide locations who can offer a flexible and customizable support experience based on the offering you select for your business needs
• Alfresco certified binaries, benchmarked for scalability, and with a warranty for peace of mind
• Alfresco service packs between releases so that your major issues can be resolved by the team who built the product

Wherever you are, we're here to help you — with Support offices in EMEA, Americas and APAC, we have built an infrastructure that allows us to follow-the-sun to manage your support needs.

An Open Source product needs exceptional support that can help every customer from those who are just starting out to developers with many years experience. Alfresco has a range of support options to meet these needs. All Alfresco support comes with the following—

Access to the Alfresco Enterprise Network portal:

• 24x7/365 access to the Alfresco Call Tracking (ACT) system, with guaranteed responses
• 24x7/365 access to the Alfresco Support Knowledgebase (ASK), where you can find answers to commonly asked questions
• Alfresco Documentation
• Alfresco Downloads
• Support Alerts
• Notifications
• Support Handbook

Direct access to experienced support engineers through Web, email or phone:

• Compatibility, migration, configuration and performance tuning advice to help your planning process
• Different support options to choose from that will ensure your team has access to the support they need when they need it

Alfresco Support Packages

Standard Support

With telephone access and a four business hour response time for all severities, Standard Support is most appropriate for non-mission critical applications. View comparison matrix.

Enterprise Support

Ideal for high-availability systems, Enterprise offers the fastest response time. Any Severity 1 issue will be responded to within two hours of your call, 24x7. Our on-call engineers will work with your team to resolve the issue in the shortest possible time. Any Severity 2 or 3 issues will be responded to within two business hours by your local Alfresco Support center. One seat included for official Alfresco training. View comparison matrix.

Premier Support

Based on Enterprise Support, this is the best offering if you need Alfresco to know you, your environment, and your project. There are two different tiers of support from which you can choose.

Premier

If you...

• Have a large Alfresco project
• Want a designated Alfresco Technical Account Manager (TAM) to be part of your team
• Need help managing your issues
• Would like a preview of the product roadmap
• Require best practice advice
• Need someone who knows your technical environment and is able to offer proactive support geared specifically to your needs
• Release upgrade assistance
• Quarterly support reviews
• Entitlement to hot fix build escalation level
• VPN/system access
• Would like regular onsite visits
• Annual health check
• Four seats to official Alfresco training courses (online and classroom-led)

... these come standard with Premier. View comparison matrix.

Premier Advantage

Premier Advantage is the complete solution for large, time-critical deployments. Offering everything offered at the Premier level, plus:

• An additional two extra official Alfresco training course seats
• Proactive services
• Dedicated consulting hours
• Version upgrade assistance
• Chat support
• System mock-up
• Customer Advisory Board candidates

View comparison matrix.

Alfresco Partner Support

If you need local language support, you may want to consider working with one of the Alfresco Support Partners. They can help you with planning your solution, through implementation, transfer of knowledge, and, of course, full support under one of the Alfresco packages.

Network Services

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