Alfresco support subscription services explained

Alfresco Support & Subscription

Services Explained

Claudia Belardo

Technical Support Manager - EMEA

Paul Hampton

Director of Product Marketing

Gold

The Essentials Support Package

● Forums

● Official

Documentation

● Two Authorised Support

Contacts

● Certified Binaries

● Critical Alerts

● Enterprise Knowledgebase

Access

● Phone/Web Support Access

● 9x5 Support

● Access to Regular

Enterprise Service Packs

2

Plus...

● Forums

● Official

● Documentation

● Two Authorised Support Contacts


● Critical Alerts

● Enterprise Knowledgebase

Access


● Enterprise Service Packs

● 9x5 Support

● Access to Regular Enterprise

Service Packs

Platinum - Offering Extras

for Extended Support

3

Plus...

● Three Authorised Support

Contacts

● 24x7 Support

● One Seat on the Online

Introduction to System

Administration Certification

Course

● Forums

● Official

● Documentation



● Critical Alerts

● Enterprise Knowledgebase Access



● 9x5 Support

● Access to Regular Enterprise Service

Packs

● 24x7 Support

Premier - The Personalised

Direct Support Package

4

Plus...

● 5 = Authorised Support Contacts

● Training

● Two Seats on the Online Introduction

to System Administration Certification

Course

● Two Seats Classroom-Lead Advanced

System Administration Course

● Technical Account Manager

● Release Upgrade Assistance

● Weekly Case Reviews

● Quarterly Support Review

● Priority Access to Development

● Entitlement to Hot Fix Escalation Level

● VPN/System Access

● Annual Health Check

● Onsite Visits

● Forums

● Official

● Documentation



● Critical Alerts

● Enterprise Knowledgebase Access



● 9x5 Support

● Access to Regular Enterprise Service Packs

● 24x7 Support

● Technical Account Manager

● Release Upgrade Assistance

● Weekly Case Reviews

● Quarterly Support Review

● Priority Access to Development

● Entitlement to Hot Fix Escalation Level

● VPN/System Access

● Annual Health Check

● Onsite Visits

Premier Advantage – Total Support

5

Plus...

● 10 = Authorised Support Contacts

● Training

● Three Seat on the Online Introduction

to System Administration Certification

Course

● Three Seat Classroom-Lead Advanced

System Administration Course

● Three Seat Classroom-Lead Intensive

Developers course

● Proactive Services

● Dedicated Consulting Hours

● Version Upgrade Assistance

● Chat Support

● System Mock-up

● Customer Advisory Board Candidates

Click to edit Master title styleFeatures Community Gold Platinum Premier

Premier

Advantage

Authorised Support Contacts 0 2 3 5 10

Documentation

Forums

Certified Binaries

Critical Alerts

Knowledgebase

Access to Phone /Web Support

Service Packs

9x5 Support

24x7

Introduction to System Administration Certification Course -

Online 1 Seat – YR 1 2 Seats – YR 1 3 Seats – YR 1

Advanced System Administration Course - Public 2 Seats – YR 1 3 Seats – YR 1

Intensive Developers Course - Public 3 Seats – YR 1

Technical Account Manager

--Release Upgrade Assistance

--Weekly Case Reviews

--Quarterly Support Review

--Priority Access to Dev

--VPN/System Access

--Annual Health Check

--Onsite Visits

Proactive Services

--Dedicated Consulting Hours

--Version Upgrade Assistance

--Chat Support

--System Mock-Up

--CAB Candidates

SLA’s By Service

Business hours = 9AM-5PM (09.00-17.00) Monday to Friday from the Alfresco Support centre closest to your Alfresco

Server (based on CST, AEST or GMT time zone)*

*Multiple support centre support

Sev Priority Premier & Premier

Advantage

Platinum Gold Partner SLA

1 Production System Down 2 Clock hours 24*7 2 Clock hours 24*7 4 Business hours 16 Business hours

2 Production/Development System

Severely Impacted

2 Business hours 2 Business hours 4 Business hours 16 Business hours

3 Question/How-to/Enhancement 2 Business hours 2 Business hours 4 Business hours 16 Business hours

Sev Priority Premier & Premier

Advantage

Platinum Gold Partner SLA

1 Production System Down 2 Clock hours 24*7 2 Clock hours 24*7 4 Business hours 16 Business hours

2 Production/Development

System Severely Impacted


3 Question/How-

to/Enhancement


Targeted Follow on SLA times are as follows:

The Initial Service Level Agreement (SLA) is automatically associated with your ACT

ticket when it is logged:

Alfresco Enterprise

Network

● Enterprise Partners &

Customers only access

● Alfresco Events

● Licenses Downloads

● Enterprise Downloads

● Heartbeat

● Official Documentation

● Knowledgebase

● ACT

● Support Handbook

● Support Telephone Numbers

Enterprise Support Ticket

Lifecycle

Engineering/ Development

EMEA Technical Support Manager

Specialist Support Engineer

Generalist Support Engineer

Support Ticket Opened by Partner or Customer with Silver, Gold and

Platinum SLA

JIRA

AC

T TI

CK

ET

1%

38%

61%

Follow-the-Sun Multi-Centre Support

USAAustin,Texas

UKMaidenhead

AUSTRALIASydney

Exclusively available for all our

Premier and Premier Advantage

customers complete 24 hour a

day, seven days a week follow-

the-sun support for Severity 1

issues

Alfresco Product Lifecycle Support

For full details of the Alfresco Product Support policy, please review the Support

Handbook.

With the release of Alfresco Enterprise 3.x there is a transition phase between the

original and current support policies.

In the original policy 2.0, 2.1 and 2.2 were all considered separate versions.

From 3.0 onwards, 3.0, 3.1 and 3.2 are all considered to be the same version.

Here is the current overview of Support and Maintenance for the last four versions:

JIRA http://issues.alfresco.com

http://issues.alfresco.com/

Benefits

Improved user experience

Improved partner experience

Self-service capability

Starting platform for future enhancements

university.alfresco.com

Business Analysts, Project

Mgrs

Prospects

Discovering

Alfresco

Alfresco

Fundamentals

Developers, Architects

WCM for

Developers

SURF

Development

Web Scripting

Share

Development

Alfresco

Fundamentals

Administrators

Advanced

Systems

Administration

Introductory

Systems

Administration

End-Users

Collaboration for

End Users

Records

Management for

Administrators

Advanced Developer

Alfresco

WorkflowJava API

Advanced

Content

Modelling

Performance

and Tuning

Records

Management for

End Users

Curriculum 2010

● Register with Alfresco University

o For updates

o For special offers

o For new course notifications

alfrescotrain

● Automated QA on a

single OS stack

o Limited platform support

● Need to restart servers

Alfresco Community

Compare Editions

● Extensive QA

o Support for both OS and

proprietary platforms

● Easy to configure

clustering

● JMX Monitoring

● Alfresco Subsystems

● Storage Policies

Alfresco Enterprise

16

Extensive QA Testing

17

OS Build

Release Candidate

Community

Release

Daily Builds

QA

Bug Fixing

Beta 1 Beta 2 Enterprise

Release

Extensive QA Testing:

16 Dedicated QA Engineers

Use both automated and manual QA checks to run almost 5000 tests per stack

Tested on both Open Source and proprietary technology stacks

Tested for Stability, Scalability and Security

Automated QA

Basic testing against

1 OS Stack

Alfresco

Community

Edition

Alfresco

Enterprise

Edition

(Stable code line = QA & Fixes)

(Evolving code line = New Features)

Fixes &

Patches

Fixes &

Patches

New Code New Code New Code

Beta x

Community

Release

OS Build

Release Candidate

Fixes &

Patches

Enterprise

Platform Support

18

Community

Available in Alfresco Network

Alfresco Support Services

the production-ready open source release

Tested, Certified and Supported by Alfresco

Alfresco Enterprise Edition Subscription

Premier Version Upgrade Assistance

24x7 Web/Telephone Support

Enterprise Knowledgebase

Certified Stacks

Enterprise Training Courses Premier Customer TAMs

Regular Service Packs

Premier Onsite Visits

6268 QA Tests

Exclusive Enterprise Customer Portal

Questions?

Alfresco support subscription services explained

Technology

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