Alfresco support subscription services explained

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Explanation of Alfresco's Support and Subscription Services

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Alfresco support subscription services explained

  1. 1. Alfresco Support & Subscription Services Explained Claudia Belardo Technical Support Manager - EMEA Paul Hampton Director of Product Marketing
  2. 2. Gold The Essentials Support Package ● Two Authorised Support Contacts ● Forums ● Certified Binaries ● Official ● Critical Alerts Documentation ● Enterprise Knowledgebase Access ● Phone/Web Support Access Plus... ● 9x5 Support ● Access to Regular Enterprise Service Packs 2
  3. 3. Platinum - Offering Extras for Extended Support ● Forums ● Official ● Documentation ● Two Authorised Support Contacts ● Three Authorised Support ● Certified Binaries Contacts ● Critical Alerts ● 24x7 Support ● Enterprise Knowledgebase Access ● One Seat on the Online ● Phone/Web Support Access Introduction to System ● Enterprise Service Packs Administration Certification ● 9x5 Support Course ● Access to Regular Enterprise Service Packs Plus... 3
  4. 4. Premier - The Personalised Direct Support Package ● Forums ● 5 = Authorised Support Contacts ● Official ● Training ● Documentation ● Two Authorised Support Contacts ● Two Seats on the Online Introduction ● Certified Binaries to System Administration Certification ● Critical Alerts Course ● Enterprise Knowledgebase Access ● Two Seats Classroom-Lead Advanced ● Phone/Web Support Access System Administration Course ● Enterprise Service Packs ● Technical Account Manager ● 9x5 Support ● Release Upgrade Assistance ● Access to Regular Enterprise Service ● Weekly Case Reviews Packs ● Quarterly Support Review ● 24x7 Support ● Priority Access to Development ● Entitlement to Hot Fix Escalation Level ● VPN/System Access Plus... ● Annual Health Check ● Onsite Visits 4
  5. 5. Premier Advantage – Total Support ● Forums ● Official ● Documentation ● 10 = Authorised Support Contacts ● Two Authorised Support Contacts ● Training ● Certified Binaries ● Three Seat on the Online Introduction ● Critical Alerts to System Administration Certification ● Enterprise Knowledgebase Access ● Phone/Web Support Access Course ● Enterprise Service Packs ● Three Seat Classroom-Lead Advanced ● 9x5 Support System Administration Course ● Access to Regular Enterprise Service Packs ● Three Seat Classroom-Lead Intensive ● 24x7 Support Developers course ● Technical Account Manager ● Release Upgrade Assistance ● Proactive Services ● Weekly Case Reviews ● Dedicated Consulting Hours ● Quarterly Support Review ● Version Upgrade Assistance ● Priority Access to Development ● Chat Support ● Entitlement to Hot Fix Escalation Level ● VPN/System Access ● System Mock-up ● Annual Health Check ● Customer Advisory Board Candidates ● Onsite Visits Plus... 5
  6. 6. Premier Features Community Click to edit Master title style Gold Platinum 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 
  7. 7. SLA’s By Service The Initial Service Level Agreement (SLA) is automatically associated with your ACT ticket when it is logged: Sev Priority Premier & Premier Platinum Gold Partner SLA Advantage 1 Production System Down 2 Clock hours 24*7 2 Clock hours 24*7 4 Business hours 16 Business hours 2 Production/Development 8 Business hours 8 Business hours 16 Business hours 16 Business hours System Severely Impacted 3 Question/How- 8 Business hours 8 Business hours 16 Business hours 16 Business hours to/Enhancement Targeted Follow on SLA times are as follows: Sev Priority Premier & Premier Platinum Gold Partner SLA Advantage 1 Production System Down 2 Clock hours 24*7 2 Clock hours 24*7 4 Business hours 16 Business hours 2 Production/Development System 2 Business hours 2 Business hours 4 Business hours 16 Business hours Severely Impacted 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)* 3 Question/How-to/Enhancement *Multiple support centre support 2 Business hours 2 Business hours 4 Business hours 16 Business hours
  8. 8. Alfresco Enterprise Network ● Enterprise Partners & Customers only access ● Alfresco Events ● Licenses Downloads ● Enterprise Downloads ● Heartbeat ● Official Documentation ● Knowledgebase ● ACT ● Support Handbook ● Support Telephone Numbers
  9. 9. Enterprise Support Ticket Lifecycle 1% Engineering/ Development JIRA Specialist Support 38% Engineer EMEA Technical ACT TICKET Support Manager Generalist Support 61% Engineer Support Ticket Opened by Partner or Customer with Silver, Gold and Platinum SLA
  10. 10. Follow-the-Sun Multi-Centre Support UK Maidenhead Exclusively available for all our Premier and Premier Advantage customers complete 24 hour a day, seven days a week follow- USA the-sun support for Severity 1 Austin, Texas issues AUSTRALIA Sydney
  11. 11. 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:
  12. 12. JIRA http://issues.alfresco.com
  13. 13. Benefits  Improved user experience  Improved partner experience university.alfresco.com  Self-service capability  Starting platform for future enhancements
  14. 14. Curriculum 2010 Prospects Business Developers, Architects Administrators End-Users Analysts, Project Mgrs Discovering Alfresco Alfresco Introductory Systems Collaboration for Alfresco Fundamentals Fundamentals End Users Administration Web Scripting Advanced Systems Records Administration Management for SURF End Users Development Share Records Development Management for Administrators WCM for Developers Advanced Developer Advanced Alfresco Performance Java API Content Workflow and Tuning Modelling
  15. 15. ● Register with Alfresco University o For updates o For special offers o For new course notifications alfrescotrain
  16. 16. Compare Editions Alfresco Enterprise Alfresco Community ● Extensive QA ● Automated QA on a o Support for both OS and single OS stack proprietary platforms o Limited platform support ● Easy to configure clustering ● JMX Monitoring ● Alfresco Subsystems ● Need to restart servers ● Storage Policies 16
  17. 17. Extensive QA Testing Automated QA Basic testing against Alfresco 1 OS Stack Daily Builds Community New Code New Code New Code Edition OS Build Community OS Build Community Release Candidate Release Release Candidate Release (Evolving code line = New Features) (Stable code line = QA & Fixes) QA Beta 1 Beta 2 Beta x Enterprise Fixes & Fixes & Fixes & Bug Fixing Release Patches Patches Patches Extensive QA Testing: Alfresco 16 Dedicated QA Engineers Use both automated and manual QA checks to run almost 5000 tests per stack Enterprise Tested on both Open Source and proprietary technology stacks Edition Tested for Stability, Scalability and Security 17
  18. 18. Platform Support Community Enterprise 18 Available in Alfresco Network
  19. 19. Alfresco Support Services Alfresco Enterprise Edition Subscription Enterprise Training Courses Premier Customer TAMs Certified Stacks Exclusive Enterprise Customer Portal the production-ready open source release Regular Service Packs 24x7 Web/Telephone Support Premier Version Upgrade Assistance Tested, Certified and Supported by Alfresco Premier Onsite Visits Enterprise Knowledgebase 6268 QA Tests
  20. 20. Questions?
  21. 21. 21
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