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Alfresco Support

Alfresco Support engineers help Alfresco Enterprise Network Subscription customers install and configure their Alfresco Systems, answer specific questions related to them, and help diagnose specific problems with the Alfresco product.

Typical Support questions include:

  • How do I install on (platform)?
  • What backup and restore options should I consider?
  • Why is my configuration not doing what I expect?
  • When do deleted items get removed from my repository?
  • Who can access this space?
  • New Account questions
  • Clustering questions
  • Authentication questions
  • Webscript/Javascript/Web service/Freemarker questions with a simple test case
  • Compatibility questions
  • Questions related to a specific API call
  • A particular area is broken. There is a way to reproduce the problem in an isolated test.

There are of course many other questions that are covered by your subscription. If you are not sure, please ask.


Alfresco Consulting

Alfresco Consultants help clients to build applications on top of Alfresco. They help with design and architecture, provide best practice advice, and can help debug issues when the problem is too intertwined with your customizations to be able to easily diagnose – they can help prepare a reproducible test case to hand off to support.

Our consultants time is billable by the hour and is normally separate from the subscription agreement.

Consultants can help you with the following questions:

  • How do I architect / design my application?
  • Please help me validate my architecture / approach.
  • An API is working, but the application is not – what do I need to do?
  • How to create something within Alfresco.
  • Best practices around a certain application development area, outside of configuration-type issues. Example questions:
    • How do I tune a JVM to my specific environment?
    • How do I create a site with User Generated Content?
  • A program built with Alfresco is not working, and it’s not clear where the problem lies.
  • Provide detailed instructions for a customized installation / administration task
  • Please provide sample code for a feature I am trying to implement.
  • Please write this feature for my customized application.
  • Please help me diagnose the problem and get to the point of having reproducible test case on a more expedited / dedicated basis.

Summary

We hope that this has helped to clarify who you can contact if you need help. If you are still not sure, please log a support issue and we will be happy to help you to triage your question.