How to contact Alfresco Support
Technical Support contacts
When you signed the Alfresco Subscription we asked you for the names and details of the two technical contacts who would log all your Alfresco support issues.
If for whatever reason these are no longer correct, please let us know by getting an existing technical contact to log an ACT issue. If none of your technical contacts are still with you, then please email support at alfresco dot com instead.
Logging a Support Issue
Here are the instructions to log a support issue. There are three methods available:
eSupport
Alfresco have a web interface that you can use to log a support issue. Please navigate to http://support.alfresco.com or http://network.alfresco.com and log in using the details emailed to you when you became an Enterprise customer.
Email
Technical contacts should please email act at alfresco dot com which will automatically create a support issue. If there is a problem, such as your current technical contacts have left, please send an email to support at alfresco dot com instead.
Telephone
This is mandatory for a rapid response on Severity 1 issues, but for all other issues we recommend logging an issue first so that we are looking at the same information that you have in real time. Our local centers are staffed 95, with automatic redirect out of hours.
Useful Details
Please help us to help you, by including the following details when you log a call:
- 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 (see http://www.alfresco.com/services/support/stacks/ for supported versions)
- 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; refer to the following severity definitions
- Troubleshooting carried out to date
- Any supporting evidence, such as log files or messages seen onscreen
One of our qualified engineers will respond within the given SLA for your support contract.
