mirror of
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c10643a388
git-svn-id: https://svn.alfresco.com/repos/alfresco-enterprise/alfresco/BRANCHES/WCM-DEV2/root@3913 c4b6b30b-aa2e-2d43-bbcb-ca4b014f7261
292 lines
24 KiB
HTML
292 lines
24 KiB
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<head>
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<title>Alfresco Support Services - Open Source Content Management & Document Management</title>
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<meta name="description" content="Alfresco offers a full range of open source CMS including enterprise content management software system, document management software or documentum, web content management software support offerings that can be tailored to your specific needs. The Alfresco Networks are an umbrella of service and administration tools that are designed to offer the most complete and cost efficient package that corresponds to the systems availability that you require" lang="en" />
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<meta name="keywords" content="open source CMS, web content document, knowledge, records management software system, jackrabbit ,sharepoint" lang="en" />
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</style>
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</head>
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<body>
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<div id="container">
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<div id="masthead">
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<!-- Search -->
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<div id="top_links">
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<ul>
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<li><a href="/login/?returnpath=/services/support/">Sign In</a> |</li>
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<li><a href="/accessibility/">Accessibility</a> |</li>
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<li><a href="/sitemap/">Site Map</a> |</li>
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<li><a href="/about/contact/">Contact Us</a> |</li>
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<li><a href="/store/">Store</a> |</li>
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<li><a href="/rss/?feed=all">RSS</a> <img src="/assets/images/icons/feedicon10.gif" alt="RSS" title="RSS" width="10" height="10" /></li>
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<input type="hidden" name="sitesearch" value="www.alfresco.com" />
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<input class="searchbox" type="text" size="20" value="Search..." name="query" onfocus="if (this.value == 'Search...') this.value = ''; " onblur="if (this.value == '') this.value = 'Search...';" />
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<input class="searchbutton" type="submit" name="" value="Go" />
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<ul id="nav">
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<li id="home"><a href="/" accesskey=""><span>Home</span></a></li>
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<li id="products"><a href="/products/" accesskey=""><span>Products</span></a></li>
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<li id="products"><a href="/customers/" accesskey=""><span>Customers</span></a></li>
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<li id="products"><a href="/partners/" accesskey=""><span>Partners</span></a></li>
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<li id="products"><a href="/about/" accesskey=""><span>About Us</span></a></li>
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<li id="developers"><a href="http://dev.alfresco.com/" accesskey="v" ><span>Developers</span></a></li>
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<li id="blogs"><a href="http://blogs.alfresco.com/" accesskey="b" ><span>Blogs</span></a></li>
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<li id="end"></li>
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</div>
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<div id="outer">
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<div id="inner">
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<div id="sabout">
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<p>
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<a href="/services/support/">Support</a>
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<a href="/services/training/">Training</a>
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<a href="/services/consulting/">Consulting</a>
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<a href="/services/solutions/">Solutions</a>
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</p>
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</div>
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</div>
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<div id="content"></div>
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<div id="main_content">
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<!-- BEGIN MAIN CONTENT -->
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<h1 class="western">Alfresco Customer Support</h1> <p class="quote">“Alfresco Customer Service is delivered to give the confidence and guarantee that only comes from the experts who built the product”</p> <p>Wherever you are, we're ready to help you. </p> <p>Alfresco sees open source support as more than just answering questions. All of our supported customers enjoy the following benefits:<br /> </p> <ul> <li>Alfresco Certified Binaries, benchmarked for scalability, with a warranty for peace of mind</li> <li>Alfresco Patches between quarterly releases, so that any issue you do find can be resolved quickly</li> <li>Alfresco Engineer responses within guaranteed response times to help you get the most from your investment </li> </ul> <p>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. </p> <h3>Alfresco Support Network</h3> <p>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:</p> <p class="quote">“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.” </p> <p>Alfresco has a range of support options to meet these needs, that all include:</p> <ul> <li><a target="_self" href="stacks/">Scalability Benchmark Certified Stacks</a> </li> <li>A Controlled Release Model </li> <li>Maintenance and Updates </li> <li>Problem Resolution </li> <li>Configuration, Compatibility and Migration Advice </li> <li>Upgrade Support </li> <li>Performance and Tuning Advice </li> <li>Guaranteed response times</li> </ul> <h3>Alfresco Support Matrix</h3> <table width="460" height="200" cellspacing="0" cellpadding="0" border="0"> <tr> <td> <strong>Support Type</strong></td> <td> <strong>Severity</strong></td> <td> <strong>Response time</strong></td> <td width="38" align="center"> <strong>24 * 7</strong> </td> <td width="52" align="center"> <strong>Phone</strong> </td> <td width="51" align="center"> <strong>Email</strong> </td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(204, 255, 162);"> </td> <td align="center" style="background-color: rgb(204, 255, 162);">1</td> <td width="108" align="center" style="background-color: rgb(204, 255, 162);">2 business days</td> <td width="38" align="center" style="background-color: rgb(204, 255, 162);"> </td> <td width="52" align="center" style="background-color: rgb(204, 255, 162);"> </td> <td width="51" align="center" style="background-color: rgb(204, 255, 162);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(204, 255, 132);"><strong>Silver</strong></td> <td align="center" style="background-color: rgb(204, 255, 132);">2 </td> <td width="108" align="center" style="background-color: rgb(204, 255, 132);">2 business days</td> <td width="38" align="center" style="background-color: rgb(204, 255, 132);"> </td> <td width="52" align="center" style="background-color: rgb(204, 255, 132);"> </td> <td width="51" align="center" style="background-color: rgb(204, 255, 132);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(204, 255, 102);"> </td> <td align="center" style="background-color: rgb(204, 255, 102);">3</td> <td width="108" align="center" style="background-color: rgb(204, 255, 102);">2 business days</td> <td width="38" align="center" style="background-color: rgb(204, 255, 102);"> </td> <td width="52" align="center" style="background-color: rgb(204, 255, 102);"> </td> <td width="51" align="center" style="background-color: rgb(204, 255, 102);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(255, 255, 153);"> </td> <td align="center" style="background-color: rgb(255, 255, 153);">1</td> <td width="108" align="center" style="background-color: rgb(255, 255, 153);">4 business hours</td> <td width="38" align="center" style="background-color: rgb(255, 255, 153);"> </td> <td width="52" align="center" style="background-color: rgb(255, 255, 153);">Y</td> <td width="51" align="center" style="background-color: rgb(255, 255, 153);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(255, 255, 102);"><strong>Gold</strong></td> <td align="center" style="background-color: rgb(255, 255, 102);">2</td> <td width="108" align="center" style="background-color: rgb(255, 255, 102);">4 business hours</td> <td width="38" align="center" style="background-color: rgb(255, 255, 102);"> </td> <td width="52" align="center" style="background-color: rgb(255, 255, 102);">Y</td> <td width="51" align="center" style="background-color: rgb(255, 255, 102);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(255, 255, 51);"> </td> <td align="center" style="background-color: rgb(255, 255, 51);">3</td> <td width="108" align="center" style="background-color: rgb(255, 255, 51);">4 business hours</td> <td width="38" align="center" style="background-color: rgb(255, 255, 51);"> </td> <td width="52" align="center" style="background-color: rgb(255, 255, 51);"> </td> <td width="51" align="center" style="background-color: rgb(255, 255, 51);"> </td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(162, 204, 255);"> </td> <td align="center" style="background-color: rgb(162, 204, 255);">1</td> <td width="108" align="center" style="background-color: rgb(162, 204, 255);">2 clock hours</td> <td width="38" align="center" style="background-color: rgb(162, 204, 255);">Y</td> <td width="52" align="center" style="background-color: rgb(162, 204, 255);">Y</td> <td width="51" align="center" style="background-color: rgb(162, 204, 255);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(132, 204, 255);"><strong>Platinum</strong></td> <td align="center" style="background-color: rgb(132, 204, 255);">2</td> <td width="108" align="center" style="background-color: rgb(132, 204, 255);">2 business hours</td> <td width="38" align="center" style="background-color: rgb(132, 204, 255);"> </td> <td width="52" align="center" style="background-color: rgb(132, 204, 255);">Y</td> <td width="51" align="center" style="background-color: rgb(132, 204, 255);">Y</td> </tr> <tr> <td width="88" align="center" style="background-color: rgb(102, 204, 255);"> </td> <td align="center" style="background-color: rgb(102, 204, 255);">3</td> <td width="108" align="center" style="background-color: rgb(102, 204, 255);">2 business hours</td> <td width="38" align="center" style="background-color: rgb(102, 204, 255);"> </td> <td width="52" align="center" style="background-color: rgb(102, 204, 255);">Y</td> <td width="51" align="center" style="background-color: rgb(102, 204, 255);">Y</td> </tr> </table> <p> </p> <p>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. </p> <p align="left">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. </p> <p align="left">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.</p> <ul> <li>To see the Alfresco FAQ please click <a href="faq/" target="_self">here</a></li> <li>Would your developers like to join a developer network? Click <a target="_self" href="developer/">here</a> for details</li> <li>Have you seen our documentation? Subscribe <a target="_self" href="http://www.alfresco.com/products/ecm/docs/1.3_draft/">here</a></li> <li>If you would like to have an engineer dedicated to your account (Alfresco Premium Support), please contact <a target="_self" href="mailto:sales@alfresco.com">us</a> so that we can discuss your needs. <br /> </li> </ul> <p align="left">To find out more about any of our offerings, please contact us at <a href="mailto:sales@alfresco.com">sales@alfresco.com</a> <br /> </p> <p align="left">We look forward to helping you soon.</p>
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<p class="meta">Last updated: Tuesday, September 12, 2006</p>
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<!-- END MAIN CONTENT -->
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<div id="right_content">
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<!-- BEGIN RIGHT CONTENT -->
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<div class="box_blue"> <h2>Sales & Enquiries</h2> <ul> <li> <p>United States - Call <strong>Toll Free (866)-403-5271</strong></p> </li> <li> <p>Other areas: Call <strong>+44 (0) 1628 860 500</strong> to request a callback</p> </li> <li> <p>E-mail: <a href="mailto:sales@alfresco.com">sales@alfresco.com</a></p> </li> </ul> </div> <div class="box_blue"> <h2>Features</h2> <h3>Supported Stacks<br /> </h3> <ul> <li>OS: Linux, Microsoft Windows, MacOS</li> <li>Database: MySQL, Oracle<br /> </li> <li>Web Application Server: Apache Tomcat, JBoss Application Server</li> <li>Portal:JBoss Portal, Liferay Portal, JSR-168</li> <li>Browser: Firefox, Internet explorer<br /> </li> <li>Detail on Supported Stacks <br /> </li> <li>Vote for next additon to the Supported Stacks<br /> </li> </ul> <h3>Benchmarks<br /> </h3> <ul> <li>Click here to see our latest results <br /> </li> </ul> <h3>Languages</h3> <ul> <li>Wide variety including:</li> <li>Chinese</li> <li>Dutch</li> <li>English</li> <li>French</li> <li>German</li> <li>Italian</li> <li>Russian</li> <li>Spanish</li> </ul> <h3>Technologies Used</h3> <ul> <li>Java </li> <li>Spring Aspect-Oriented Framework</li> <li>ACEGI – Aspect-Oriented Security Framework</li> <li>MyFaces JSF Implementation</li> <li>Hibernate ORM Persistence</li> <li>Lucene Text Search Engine</li> <li>JLAN</li> <li>JBoss Portal</li> <li>jBPM<br /> </li> <li>POI File Format Conversion</li> <li>PDFBox – PDF Conversion</li> <li>OpenOffice</li> </ul> <h3>Supported Interfaces</h3> <ul> <li>CIFS/SMB Microsoft File Share Protocol</li> <li>JSR-168 Portlet Specification</li> <li>JSR-127 Java Server Faces</li> <li>FTP</li> <li>WebDAV</li> <li>Web Services</li> </ul> <h3>Services – Certified and Supported</h3> <ul> <li>Support </li> <li>Maintenance, Updates and Patch support</li> <li>Customer Support – Problem Resolution, Compatibility and Migration Advice</li> <li>Customer Portal – Information, Bug Tracking and Case Tracking</li> <li>Performance Tuning Advice</li> <li>Indemnity and Warranty</li> <li>The Confidence and Guarantee that only comes from the Experts who built the Product</li> </ul> </div>
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