Customer Support Services

Businesses that are serious about digital transformation love Alfresco. If you're serious about making the most of your content services, process services, and governance services investments, an Alfresco subscription is indispensable and provides the following:

  • A versatile and dedicated support team with worldwide locations offering a flexible support experience based on the offering you select for your business needs
  • Alfresco certified binaries, bench marked for scalability
  • Alfresco service packs between releases so that 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 the Americas, EMEA and APAC, we have built an infrastructure that provides a follow-the-sun coverage to respond to 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 of experience. Alfresco has a range of support options to meet these needs. All Alfresco support comes with the following—

Your Alfresco subscription includes:

  • 24x7x365 access to the Alfresco Support Portal and Knowledge base which provide opportunities for self-help as well as direct access to experienced support engineers through web, email or phone
  • Alfresco Product Documentation
  • Alfresco Product Downloads
  • Support Alerts & Notifications
  • Support Handbook
  • Different support options to choose from that ensure your team has access to the support they need when they need it

If you have questions or need technical assistance, please visit the Alfresco Support Handbook page.

Alfresco Developer Support Services

At Alfresco, we are dedicated to customer success and delivering outstanding results and business value throughout the entire customer lifecycle.

Developer Support is one of a suite of Customer Support Services, and provides the expertise required to help developers achieve success with the Alfresco platform.

This service offering provides direct support from Alfresco experts for projects at the development stage and for your customizations in production – ensuring custom development by our partners and customers delivers high quality, high longevity, low risk and robust solutions.
Find out more about Alfresco Developer Support Services.

Alfresco Support Packages

Starter/Business Support

With telephone access and Support Portal access all severity issues are responded to within the initial targeted service level response. Starter/Business Support is most appropriate for non-mission critical applications. View comparison matrix.

Enterprise Support

Our Enterprise Support package is ideal for high-availability systems. Any production system down issue (Severity 1) will be responded to within two hours of notifying Alfresco, 24x7. Our engineers work with your team to resolve the issue in the shortest possible time. Any non-severity 1 issues will be responded to by your local Alfresco support team. View comparison matrix.

Premier Support Services

This is the best offering if you need Alfresco to know you, your environment, and your Alfresco Digital Platform based solution.  All cases submitted are routed directly to a premier advanced team of engineers with faster, targeted response times. Find out more about Alfresco Premier Support Services.

Alfresco Partner Support

If you need regional support, you may want to consider working with one of Alfresco's Partners. They can help you with planning your solution, through implementation, transfer of knowledge, and full support under one of Alfresco's support packages. Find a Certified Alfresco Partner.

Comparison Matrix

  Community Starter/Business Enterprise
Authorized Support Contacts 0 2 3
Documentation
Forums
Certified Binaries  
Critical Alerts  
Knowledge Base  
Access to Phone/Web Support  
Service Packs  
M-F Customer Business Hour Support  
24x7 Severity One Coverage