The following table provides a high level overview of what is included with each Support
Service package.
| Features | Starter/Business | Enterprise | Premier |
|---|---|---|---|
| Authorized Support Contacts | 2 | 3 | up to 10 contacts depending on the Premier Program |
| Product Documentation | Y | Y | Y |
| Forums | Y | Y | Y |
| Certified Binaries | Y | Y | Y |
| Critical Alerts | Y | Y | Y |
| Knowledge Base | Y | Y | Y |
| Phone / Web Support | Y | Y | Y |
| Service Packs | Y | Y | Y |
| M-F Customer Business Hours Support | Y | Y | Y |
| 24x7 Support | Y | Y | |
| SkyVault University - Passport | up to 4 Passport seats depending on the Premier Program | ||
| Premier Support Engineer | Y | ||
| Release Upgrade Assistance | Y | ||
| Weekly Case Reviews | Y | ||
| Quarterly Service Reviews | Y | ||
| Hot Fix Build Priority Escalation | Y | ||
| Annual Health Check | Y | ||
| Assist with Web Client and Server Configuration | Y | ||
| Assist with User Admin guidance, and role and workflow configuration | Y | ||
| Assist with common customizations | Y | ||
| Basic Setup And Installation | Y | ||
| Annual Performance Tuning | Y | ||
| Customer Council Candidate(s) | Y |
*Contact training@alfresco.com for details of these courses.