Alfresco Customer Support
Alfresco Customer Service is delivered to give the confidence and guarantee that only comes from the experts who built the product
Wherever you are, we're ready to help you.
Alfresco
sees open source support as more than just answering questions. All of
our supported customers enjoy the following benefits:
- Alfresco Certified Binaries, benchmarked for scalability, with a warranty for peace of mind
- Alfresco Patches between quarterly releases, so that any issue you do find can be resolved quickly
- Alfresco Engineer responses within guaranteed response times to help you get the most from your investment
We believe that support should occur through the whole life cycle of product usage whether you are completing your first proof of concept or upgrading and enhancing your worldwide deployment. To this end we have developed a support network to help you get the most from Alfresco.
Alfresco Support Network
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. Here's what our customers think of our team:
“I would like to congratulate you on your outstanding customer service skills during this support issue. You have been prompt and comprehensive in your replies. Your professionalism is of the highest order and I really appreciate the assistance you have provided.”
Alfresco has a range of support options to meet these needs, that all include:
- Scalability Benchmark Certified Stacks
- A Controlled Release Model
- Maintenance and Updates
- Problem Resolution
- Configuration, Compatibility and Migration Advice
- Upgrade Support
- Performance and Tuning Advice
- Guaranteed response times
Alfresco Support Matrix
| Support type | Severity | Response time | 24 * 7 | Phone | Designated support account manager | Designated support engineer | |
|---|---|---|---|---|---|---|---|
| 1 | 4 business hours | Y | Y | ||||
| Gold | 2 | 4 business hours | Y | Y | |||
| 3 | 4 business hours | Y |
Y |
||||
| 1 | 2 clock hours | Y | Y | Y | |||
| Platinum | 2 | 2 business hours | Y | Y | |||
| 3 | 2 business hours | Y | Y | ||||
| 1 | 2 clock hours | Y | Y | Y | |||
| Diamond | 2 | 2 business hours | Y | Y | Tier 1 and 3 | Tier 1 and 2 | |
| 3 | 2 business hours | Y | Y |
If your system is in production, you might like to consider our Gold Support offering that includes an enhanced response time and telephone access to our highly trained Support Engineers.
Mission critical systems need Platinum support. This gives you peace of mind that your critical issues will be dealt with 24 hours a day, every day of the year, along with our fastest response times.
To find out more about any of our offerings and to obtain a quote suitable for your requirements, please contact us.
We look forward to helping you soon.
