Logging a Support Issue

Here are the instructions to log a support issue. There are three methods available:

e-Support

Alfresco have a web interface that you can use to log a support issue.

Stay tuned for the Alfresco Support Knowledgebase (ASK) as well as our Documentation, and access to our Patch database.

Please send emails to support@alfresco.com, with a descriptive subject line for each issue.

(Gold and Platinum Support levels only)

This is recommended for Severity 1 issues. Our local centres are staffed 9-5, with a seperate number for our Platinum customers to call out of hours.

Please help us to help you, by including the following details:

Version of Alfresco, including the start of the Alfresco.log file that shows the schema version
Operating System, Database, Web Application Server and Browser version
What the issue is with as much detail about the circumstances in which it happens as possible
When it started
Any changes made around this time
Impact the issue is having
Troubleshooting carried out to date
Any supporting evidence, such as log files or messages seen on-screen

One of our qualified engineers will respond within the given SLA for your support contract.