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
● Certified Binaries
● Critical Alerts
● Enterprise Knowledgebase
Access
● Phone/Web Support 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
● Two Authorised Support Contacts
● Certified Binaries
● Critical Alerts
● Enterprise Knowledgebase Access
● Phone/Web Support Access
● Enterprise Service Packs
● 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
● Two Authorised Support Contacts
● Certified Binaries
● Critical Alerts
● Enterprise Knowledgebase Access
● Phone/Web Support Access
● Enterprise Service Packs
● 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
8 Business hours 8 Business hours 16 Business hours 16 Business hours
3 Question/How-
to/Enhancement
8 Business hours 8 Business hours 16 Business hours 16 Business hours
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
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?
21
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