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 | |
| 1 | 2 business days | Y | |||
| Silver | 2 | 2 business days | Y | ||
| 3 | 2 business days | Y | |||
| 1 | 4 business hours | Y | Y | ||
| Gold | 2 | 4 business hours | Y | Y | |
| 3 | 4 business hours | ||||
| 1 | 2 clock hours | Y | Y | Y | |
| Platinum | 2 | 2 business hours | Y | Y | |
| 3 | 2 business hours | Y | Y |
Silver Support is included as standard with every Alfresco Enterprise subscription. A two day email response makes this perfect for proof of concept or early development stages.
If your system is in production, you might like to consider upgrading to 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 see the Alfresco FAQ please click here
- Would your developers like to join a developer network? Click here for details
- Have you seen our documentation? Subscribe here
- If you would like to have an engineer dedicated to your account (Alfresco Premium Support), please contact us so that we can discuss your needs.
To find out more about any of our offerings, please contact us at sales@alfresco.com
We look forward to helping you soon.
