The document describes different support packages - Gold, Platinum, Premier, and Premier Advantage - offered by Alfresco for their products. It provides details on what is included in each package such as number of authorized support contacts, access to forums and documentation, response times, and training. The Gold package offers basic support while Premier Advantage offers the most comprehensive support with 10 contacts, various training courses, proactive services and faster response times. Response time commitments, or SLA's, vary based on the priority of the issue and the support package purchased.

1. Alfresco Support & Subscription
Services Explained
Claudia Belardo
Technical Support Manager - EMEA
Paul Hampton
Director of Product Marketing

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. JIRA http://issues.alfresco.com

13. Benefits
 Improved user experience
 Improved partner experience
university.alfresco.com
 Self-service capability
 Starting platform for future enhancements

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. ● Register with Alfresco University
o For updates
o For special offers
o For new course notifications
alfrescotrain

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. 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. Platform Support
Community Enterprise
18 Available in Alfresco Network

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. Questions?

21. 21