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---
title: Support Case Life Cycle
---
You have contacted Technical Support using [Hyland Community](https://community.hyland.com/){:target="_blank"} or by telephone for a production down issue. So, what happens next?
Your support case is intelligently routed to an available and knowledgeable Support Analyst within Technical Support that can address the issue you're experiencing based on the issue summary and description provided when the case was created. The Analyst assigned will follow up to understand the impact the issue is having on your business, and to make sure they have the information needed to effectively troubleshoot the issue.
Depending on the complexity of the issue being experienced, the Support Analyst will follow up with you in various ways:
* If a resolution is quickly identifiable, the Analyst will update the case and assist you to implement the resolution.
* If they cannot resolve the issue quickly, or replicate the issue for further troubleshooting, the Analyst may request your assistance to gather additional information until they are able to replicate or have resolved the issue.
* If we identify the issue as a product defect, it is logged with Development and the Analyst assists them to prioritize the issue based on its business impact, with the items having the greatest impact to the customer base taking on the highest priority.
Good communication is essential for us to focus on your issue. For Technical Support to address your issue we may request additional information. A timely response is appreciated, as it will assist us in resolving your issue that much faster.
If at any point you are not satisfied with the progress being made toward case resolution, you can escalate your case by contacting Hyland's Customer Care Advocate (CCA) team via **Engage Customer Care** on Hyland Community.
A support case is closed and **Resolved** upon your sign off on the resolution. If the reported issue has not been seen before, the issue and resolution will be documented in our [Knowledge Base](https://community.hyland.com/tskb){:target="_blank"} to assist other customers who may encounter the same issue.
As the last step in the support case life cycle, when your case is closed you are sent a short survey designed to help us improve our service. Your feedback is important to us, and taking a couple of minutes to tell us how we did resolving your issue is greatly appreciated.
---
title: Contact Hyland Support
---
There are several ways to contact Hyland for assistance with your products and solutions. Hyland Support assistance descriptions follow; however, if you are experiencing an issue and are not sure who to contact, please submit a case via [Hyland Community](https://community.hyland.com/){:target="_blank"} and Support will assist in connecting you with the right resource.
## Support Analysts
Support Analysts answer questions concerning Hyland's products and troubleshoot issues with your implemented products:
* Specific functionality (“How should this button work?”)
* Broken functionality (”I pressed this button and X should have happened, but I saw Y”)
* Broken public API calls
Active maintenance and support is required.
To contact Technical Support, please log into [Hyland Community](https://community.hyland.com/){:target="_blank"} and navigate to **Support > Open Support Cases**. From this page you can submit a new support case, review the status of an existing support case, and comment on an open case to share information with the assigned Analyst.
Production down and emergency support issues should be reported to Technical Support by phone and are prioritized by the scope of impact. Phone contact information is located on the Community **Technical Support Contact Information** page.
## Global Services Consultants
Consultants help you to:
* Install, upgrade, and configure Alfresco product solutions in customer environments
* Build applications on top of Alfresco products
* Design and architect your Alfresco Digital Business Platform project
* Incorporate best practice advice
* Help identify issues that are intertwined with custom code before handing off to Support
Consultants work on a per day basis and their services must be purchased separately from maintenance and support. Partner consultants are arranged and billed through the Partner. You can arrange consulting hours through your normal Sales channel. For additional information, please contact your Hyland Account Executive for direction.
## Partner Enablement Team
The Partner Enablement Team helps Partners with their specific environment, general and pre-sales related questions. More information is available at [Partner Central](https://community.hyland.com/hyland-partners/){:target="_blank"}.
---
title: Escalate an Issue
---
Occasionally, an issue requires a faster response, more attention, and a deeper understanding of the impact on your business.
## Contact Customer Care Advocate Team
Please contact the Customer Care Advocate team to discuss the impact the issue is having to your business. If the issue pertains to a product defect, the business case surrounding the escalation. The business case should include any financial implications, as well as the impact for users. The Customer Care Advocate team will be your champion within Hyland and make sure the right people are engaged at the right time to deliver a resolution as quickly as possible.
Participation is a critical aspect of Technical Support’s ability to resolve issues quickly and effectively. Therefore, the Support team may request heightened assistance from you during the troubleshooting of an escalated issue. Your role includes identifying a key technical contact and making sure that at least one individual is available for the duration of troubleshooting an escalated issue.
## For The Most Serious Issues
For the most serious issues, the Support management will become involved. Examples are:
* Server down situation
* Critical business process down
Escalated scenarios should have an element of a significant business risk.
When Support management is engaged, they are responsible for ensuring the shortest possible resolution time through engaging the appropriate people and communicating the agreed action plans to stakeholders. They will proactively engage the senior executives, as appropriate.
---
title: Feedback and Comments
---
Why not let us know how to help you most effectively? Improvement suggestions and new ideas are always welcome.
Please share your thoughts to the Customer Success team through one of the following mechanisms:
* Complete the support case closure survey (sent to you when your support case is closed). There is a feedback section as part of completing the survey.
* Engage the Customer Care Advocate team via the **Engage Customer Care** button on Hyland Community.
* Provide your feedback to your Customer Success Manager.
Please take the time to tell us what you think. The feedback is used to continuously improve our service. Thank you for your comments and business.
---
title: Support Hours
---
Support is available 24x7 for emergency production system down support issues, which should be reported by phone.
Support for all other issues is available Monday through Friday, 8:00 AM to 6:00 PM based on a customer's location, excluding major holidays which may have limited staff, and should be reported using [Hyland Community](https://community.hyland.com/tskb){:target="_blank"} via the orange **Create Support Case** button. Once submitted, the case routes to an available and knowledgeable Support Analyst with the proper alignment of experience and product expertise to resolve each specific case.
Support phone numbers are available via Community on the [Support Contact Information](https://community.hyland.com/customer-portal/wiki/hyland-support/technical-support-phone-numbers){:target="_blank"} page.
Specific dates and times of limited staff availability are listed via Community on the [Support Holiday Schedule](https://community.hyland.com/customer-portal/wiki/hyland-support/holiday-closure-schedule){:target="_blank"} page.
---
title: Alfresco Support Handbook
---
Alfresco Support is here to help resolve any issue or answer any question you have about Alfresco software products.
All of our supported customers enjoy the following benefits:
* Alfresco certified binaries that have run through the full QA suite
* Access to the Support Portal (i.e. Hyland Community)
* Access to our Solutions database of knowledge
* Full Alfresco software product documentation
* Initial contact within your contract's response times
* Ability to download all released versions
* Automated license generation
* Customer notifications for all releases, security alerts, and important updates
* Feedback loop through regular surveys
Alfresco constantly strives to develop and improve Customer Service solutions to help you get the most from working with Alfresco.
*Support Handbook updated as of November 10, 2023, and revisions effective on November 10, 2023.*
---
title: Support Issue Resources and Case Logging
---
The [Hyland Community](https://community.hyland.com){:target="_blank"} has a variety of self-service tools. You can also log a support case in this portal.
The self-service tools are as follows:
* Knowledge Base
The [knowledge base](https://community.hyland.com/tskb){:target="_blank"} is constantly growing, so we recommended that you search for solutions to common issues before logging a support case.
* Alfresco Product Documentation
The officially supported [Alfresco Documentation](/) has all the current information on installing, configuring, using, administering, customizing, and extending the major versions of Alfresco products.
Should you not find your answer using the self-service tools, please log a support case using one of the following methods:
* Hyland Community Support Cases
Hyland Support has a web interface that you can use to log a new support case, update an open existing case or review previously closed cases.
* Telephone - recommended logging method for Severity 1 issues
For all issues, we recommend logging a support case first so we are looking at the same information you have in real-time.
Phone contact information is located on the Community **Technical Support Contact Information** page.
## Useful Details When Reporting an Issue
Please help us to help you by including the following details when you log contact Technical Support for assistance:
* Version of the Alfresco product impacted.
* For Alfresco Content Services, please include the start of the `alfresco.log` file that shows the schema version.
* Operating system, database, application server, and browser version (see [Supported Platforms and Languages](https://www.alfresco.com/services/subscription/supported-platforms){:target="_blank"} for supported versions).
* Explain the issue with as much detail as possible, and what is being done within the product to cause the issue to occur.
* Attach a JMX Dump, if possible.
* When the issue started.
* Any changes made around this time.
* Impact the issue is having; please refer to [Alfresco Severity definitions]({% link support/latest/severity.md %}).
* Troubleshooting carried out to date.
* Any supporting evidence, such as log files or on-screen messages.
---
title: Support Overview
---
The following table provides a high-level overview of what is included with support from Hyland.
| Features | Standard |
| -------- | -------- |
| Authorized Support Contacts | 3 |
| Product Documentation | Y |
| Forums | Y |
| Certified Binaries | Y |
| Critical Alerts | Y |
| Knowledge Base | Y |
| Web / Phone Support | Y |
| Service Packs | Y |
| 24x7 Support | Y |
## Standard Support
Any production system down issue (Severity Level 1) is responded to on a 24x7 basis. Our Analysts work with your team to address the issue in the shortest possible time. Any other severity issues are responded to within the targeted service level response time.
See the [Service Level Targets (SLTs)]({% link support/latest/slt.md %}) section for more details.
## Partner Support
If you need local language support, you may like to consider working with one of Hyland's Support Partners.
Hyland Support Partners can help you with planning your solution, implementation, transfer of knowledge, and full support.
---
title: Premier Services
---
Premier Services is the most appropriate offering if you need Hyland to know you, your environment, and your Alfresco Content Services or Alfresco Process Services solution.
This Service is for you if you:
* Have a large project
* Want a dedicated Premium Services Engineer to be part of your team
* Want a designated Technical Account Manager to work with your team
* Need help managing your issues
* Would like a preview of the product road map
* Require best practice advice
* Need someone who knows your technical environment and can offer proactive support geared specifically to your needs
* Require a designated technical contact
* Would like an annual health check
* Need scalability testing
* Desire a specific product training for your staff
Premium Services Engineer Program provides large enterprise customers with a Premium Service Engineer dedicated to the planning, deployment, and day-to-day maintenance of your product solution. This resource serves as the primary point of contact for all technical issues and requests, optimizes your solution to meet demanding user requirements and helps content managers plan for future growth. With this program, your dedicated Premier Services Engineer works 40 hours per week for you remotely from our offices.
The Alfresco Technical Account Management Program provides customers with a highly skilled, proactive Technical Account Manager (TAM) who acts as a single point of contact into the global support organization. This resource is assigned to you, has detailed knowledge of your work environment and business needs, and acts as your advocate, ensuring that support issues and technical requests are addressed and resolved quickly.
## Overview
The following provides a high-level overview of what is included with Premier Services.
| Features | Premier Services |
| -------- | ---------------- |
| Alfresco University - Passport | Y |
| Premier Services Engineer | Y |
| Technical Account Manager | 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 |
## Premier Services Policy
Clarifications to the policies associated with the Premier Services personnel.
### Technical Account Managers (TAM)
During times of absence, accounts are temporarily reassigned to another TAM for handling Severity Level 1 support cases.
### Premier Services Engineers (PSEs)
PSEs (remote or on-site) work normal Hyland business hours for the time zone in which they are based. The PSE is assigned full time to one named customer account. PSEs adhere to the published holiday calendar. PSEs may take reasonable time off as needed for illness, vacation, training, and other internal company needs. During these periods, Hyland will meet our support obligations using the normal Hyland support channels, including Community and phone access for high severity level issues. Other parts of the Premier Services program remain in force. For periods of extended absence greater than four weeks, Hyland provisions a backup resource and coordinates a hand-off. Due to geographic constraints, backup personnel may be located at a remote location.
---
title: Roles and Responsibilities
---
Hyland understands that you are the experts in your environment, and that when you contact us, you need to be connected to a knowledgeable resource. For this reason, every Hyland Support Analyst team member must be certified in Alfresco and our supporting technologies. We will work with you to understand the issue and the impact it is having on your business. Here is an overview of the Hyland team that’s here to help you.
## Support Analyst Team
The Support Analyst team owns your support cases, troubleshoots issues, escalates as appropriate, and manages support issues to resolution.
## Premier Services Team
For Premier Services customers, this team is designated to look after your Hyland software investment by providing expedited access to the necessary resources you need.
## Customer Care Advocate (CCA)
Your Customer Care Advocate team is available to answer questions about the status of your support cases, and to ensure you have the correct level of support to match your needs.
---
title: Severity Definitions
---
The outlined Hyland Support severity definitions are utilized when prioritizing and working on your issue. Reserve communication of Severity Level One (1) for your most critical issues (production environment down) to ensure the Hyland Support team can respond to all issues appropriately.
| Severity | Definition |
| -------- | ---------- |
| Level 1 | "Level 1" means any Error that causes total or substantial software failure, which means that the software is down and the customer is unable to access the software in any way within their production environment. |
| Level 2 | "Level 2" means an Error that causes substantial software failure which prevents a portion of a customer’s users from accessing the software in any way within the production environment. |
| Level 3 | "Level 3" means that the software is usable except that an Error causes an ongoing, system-wide, severe performance degradation. |
| Level 4 | "Level 4" means that the software is usable except that an Error prevents a specific feature or functionality from working. |
| Level 5 | "Level 5" means that the software is usable except that an Error causes a trivial inconvenience and the task can be completed in another way. |
| Level 6 | "Level 6" means Technical Support Services. |
"Error" means any defect or condition inherent in the software which is reported by a customer and which is confirmed by Hyland, that causes the software to fail to function in any material respect as described in the documentation.
## Technical Support Services
Hyland will provide online or phone technical support related to problems reported by a customer and associated with the operation of any supported software, including assistance and advice related to the operation of the software.
> **Note:** Technical Support Services are not available for retired software.
## Error Correction Services
With respect to any Errors in the supported software which are reported by a customer and which are confirmed by Hyland, in the exercise of its reasonable judgment, Hyland will use its commercially reasonable efforts to correct the Error, which may be effected by a commercially reasonable workaround. Hyland shall promptly commence to confirm any reported Errors after receipt of a proper report of such suspected Error from a customer. Hyland may elect to correct the Error in the current available release, or in the next available commercially released version of the supported software and the resolution may require the customer to implement an upgrade and enhancement in order to obtain the correction.
> **Note:** Error Correction Services are not available for retired software.
---
title: Service Level Targets (SLTs)
nav: false
---
You can open a new support case or view your historical support cases at any time via [Hyland Community](https://community.hyland.com/){:target="_blank"} on the **Open Support Cases** page. Below are the target response times for a support case based on assigned severity level.
Support center phone numbers are available via the [Contact Support](https://community.hyland.com/customer-portal/wiki/hyland-support/technical-support-phone-numbers){:target="_blank"} link on Community.
## Service Level Target Response Times
| Severity | Hyland Response |
|:---------| --------------- |
| Level 1 | Upon receiving notification from a customer, a Hyland support Manager is immediately notified. Within thirty (30) minutes, the Manager will notify a member of Support Senior management.<br><br>If there is no resolution within two (2) hours of a customer’s notice, Hyland will place the customer on the High Visibility Ticker (HVT).<br><br>If there is no resolution within four (4) hours of the customer’s notice or by the end of business of that day, Hyland will designate the Error as Code Blue. Designation as Code Blue means a resolution team is immediately formed for the Error and the resolution team provides continuous updates to the C-Level Executives and Vice Presidents of Hyland.<br><br>To provide a resolution, Hyland will match the customer’s effort, up to and including 24 hours days, 7 days a week, through holidays and weekends until there is a resolution. |
| Level 2 | Upon receiving notification from a customer, a Hyland support Manager is notified within sixty (60) minutes. Within two (2) hours, the Manager will notify a member of Support Senior management.<br><br>If there is no resolution by the end of business on that day, Hyland will place the customer on Hyland’s High Visibility Ticker.<br><br>If there is no resolution within twenty-four (24) hours of the customer’s notice, Hyland will designate the Error as Code Blue.<br><br>To provide a resolution, Hyland will match the customer’s effort, up to and including 24 hours days, 7 days a week, through holidays and weekends until there is a resolution. |
| Level 3 | To provide a resolution, Hyland will match customer efforts up to 5 days a week, 16 hours a day, through holidays and weekends until there is a resolution. |
| Level 4 | To provide a resolution, Hyland will use commercially reasonable efforts during regular support hours. |
| Level 5 | Standard Maintenance and Support. |
| Level 6 | Standard Maintenance and Support. |
---
title: Extensions and Integrations Support
---
Alfresco Content Services is a modular platform and offers certain capabilities in the form of **add-on extensions**, typically packaged as Alfresco Module Package (AMP) or as of Alfresco 5.1 as Alfresco Simple Modules (JAR), developed by Alfresco or by its Community ecosystem. We describe here the different types of extensions they support and compatibility.
## Type of Extensions
Extensions and integrations can be classified based on their provenience:
* **Alfresco Supported Extensions and Integrations**, developed by Alfresco and supported for Alfresco Customers
* **Alfresco Certified Technologies**, developed by Alfresco certified Partners, validated by Alfresco and supported for Alfresco Customers
* **Community Extensions and Integrations**, developed by the Alfresco Community and therefore not supported.
* **Alfresco Unsupported Extensions and Integrations**, extensions developed by Alfresco to showcase new features, promote feedback and highlight potential use cases and were never intended to be part of the core product, thus have not had formal QA or been fully documented, therefore are not supported.
## Alfresco Supported Extensions and Integrations
An AMP/JAR will only be supported if it is documented in the [Official Documentation online](/), since this will mean that it:
* Has been through a full QA cycle
* Support have the infrastructure to test and reproduce issues
* **Support status** is Full Support or Limited Support for the Module / Extension in the [Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"}
## Alfresco Certified Technologies
A Partner developed technology listed in the [Alfresco Integrations page](https://www.alfresco.com/ecm-software/integrating-extending-alfresco){:target="_blank"}, and it's supported by Alfresco and its Partner, since this will mean:
* Is validated and certified by Alfresco to work against the specific target Alfresco product version
* It implements Alfresco development best practices
## Community Extensions and integrations
An AMP/JAR developed by the Alfresco Community and therefore unsupported. The main hub to find Alfresco Community extensions and integrations is the [Alfresco Content Services - Add-ons](https://hub.alfresco.com/t5/alfresco-content-services-add/bd-p/add-ons){:target="_blank"} on the Alfresco Hub.
## Alfresco Unsupported Extensions and integrations
An AMP/JAR developed by Alfresco is considered to be unsupported if it is not documented in the [Official Documentation](/). In addition, the following will also be true:
* The module is not present or in KB Support in the [Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"} page.
---
title: Alfresco Content Services - API Support Policy
---
This page describes the Support and Backward compatibility Policy for all the supported in process and remote APIs / Extension Points provided for Alfresco Content Services. These policies are provided to ensure high longevity customizations and integrations with Alfresco Content Services.
## Supported APIs
Alfresco Content Services is an open source, open standard and open architecture platform allowing powerful extensions and integrations to be built against a comprehensive set of **APIs**.
Alfresco provides the following **supported APIs**:
* On the Alfresco Content Services platform side, build powerful Alfresco Content Services **extensions**:
* Platform Public Java API
* JavaScript API
* FreeMarker API
* [Platform Extension Points]({% link content-services/latest/develop/repo-ext-points/index.md %})
* On the Alfresco Share side, [Share Extension Points]({% link content-services/latest/develop/share-ext-points/index.md %}) to extend the Share UI functionality
* On the Alfresco repository side, integrate and build powerful content centric applications and integrations:
* [REST/CMIS APIs]({% link content-services/latest/develop/rest-api-guide/index.md %})
These APIs are part of the Alfresco developer platform and should be used to extend Alfresco Content Services. The **API Support Status** is defined at API-set level and maintained in the [Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"} page.
> **Note:** Customizations and Integrations not using these supported APIs **cannot be supported by Alfresco**.
## Supported Extension Points
In addition to its APIs, Alfresco provides several way to extend the Alfresco Content Services Platform both at repository and UI level to power very different content centric processes and use cases.
Alfresco provides the following **Supported Extension Points**:
* [Platform Extension Points]({% link content-services/latest/develop/repo-ext-points/index.md %}) to extend out of the box Alfresco Content Services Platform functionality
* [Share Extension Points]({% link content-services/latest/develop/share-ext-points/index.md %}) to extend out of the box the Alfresco Share functionality
These Extension points are part of the Alfresco Developer platform and should be used to extend Alfresco Content Services. The **Extension Points Support Status** is defined per each Extension Point for [Platform]({% link content-services/latest/develop/repo-ext-points/index.md %}) and [Share]({% link content-services/latest/develop/share-ext-points/index.md %}).
> **Note:** Customizations and Integrations not using these supported Extension Points **cannot be supported by Alfresco**.
## Versioning and Backward compatibility
At Alfresco, we understand the need to provide an Enterprise Grade Platform, for building high longevity applications, which survive version upgrades and allow your business to evolve without the operational burden of re-developing, re-testing and re-deploying your customizations.
**For Alfresco 5.1 and above:** For every API and Extension Point, Alfresco provides the following versioning scheme and backward compatibility policy:
|API / Extension Points|Versioning|Backward Compatibility|
|----------------------|----------|----------------------|
|Platform Java Public API|Highly coupled with the Alfresco repository, it's not explicitly versioned and follows the version number of the underlying Alfresco repository.|No backward incompatible changes are allowed within an Alfresco repository family. <br><br>Incremental, backward compatible changes can be added in Alfresco repository releases (Service Pack versions).|
|Platform Extension points|Highly coupled with the Alfresco repository, it's not explicitly versioned and follows the version number of the underlying Alfresco repository.|No backward incompatible changes are allowed within an Alfresco repository family. <br><br>Incremental, backward compatible changes can be added in Alfresco repository releases (Service Pack versions).|
|Share Extension Points|Highly coupled with the Alfresco Share, it's not explicitly versioned and follows the version number of the underlying Alfresco Share product (for example, `7.x`)|No backward incompatible changes are allowed within an Alfresco Share family. <br><br>Incremental, backward compatible changes can be added in Alfresco Share releases (Service Pack versions).|
|REST / CMIS API|The Version of the REST API is independent from the underlying Alfresco repository version and follows a single digit incremental scheme. Current version: V1|Version `X` is Supported until Version `X+2` is released or 1 year after Version `X+1` is released (whichever is the earliest)|
---
title: Deployment and Containerization Support Policy
---
The above illustration shows four deployment options. Alfresco creates and supports only the software represented as App1, App2, and App3. Alfresco doesn't create or support anything else in the diagram - that's considered to be "infrastructure".
There are many different ways to deploy Alfresco software into an infrastructure before it can run. A few options include using custom shell scripts, installers, Ansible, Terraform, Docker Compose, Kubernetes, Docker Enterprise, OpenShift, Heroku, Chef, Puppet, Rancher, AWS CloudFormation, Azure Resource Manager, Google Cloud Deployment Manager, AWS ECS, AWS EKS, and so on. Within this policy these are all considered to be "deployment tools".
Alfresco doesn't create or support any deployment tool, and customers may choose the deployment tool with which they feel most comfortable. Often this will be based on a company standard, and Alfresco expects that each customer will have its own unique standard. Each customer is responsible for having the skills and knowledge needed to use their chosen deployment tool effectively. Given the number of deployment tools available, it is not feasible for Alfresco to provide any assistance on the chosen deployment tool.
From time to time Alfresco may create and make available reference deployment scripts to help people be successful with a couple of the more-popular deployment tools. These reference scripts are supported by Alfresco, and if a defect is found in them or an enhancement is wanted then a ticket can be raised through Hyland Community. The customer is responsible for knowing how to use the deployment technology associated with these scripts, and they shouldn't use them if they don't. Alfresco is unable to offer training in the use of deployment tools.
As no two infrastructures are alike and everyone has their own set of deployment guidelines and best practice, when Alfresco does offer deployment scripts they're only references. Each customer is expected to adjust them to suit their own needs. Alfresco makes no representation that these reference scripts will meet any particular customer's specific standards.
When Alfresco provides reference images (either virtual machine images or container images) it will aim to update those images as the underlying operating system and libraries are released. However, as those images are built upon the work of others, Alfresco cannot give guarantees and assurances on the timeliness of upgrades and patches for security issues in those underlying components. As with any reference deployment scripts, any virtual machine or container images provided by Alfresco are considered references from which customers may derive their own, incorporating their own specific guidelines and best practices as needed.
Alfresco will support its software irrespective of how it's deployed, provided that it's using stack components listed on our product supported stack configurations. The supported stacks can be found at: [Supported Platforms and Languages](https://www.alfresco.com/services/subscription/supported-platforms){:target="_blank"}.
---
title: Enhancement Policy
---
Alfresco accepts code contributions, improvements, suggestions, and recommendations for future releases. The Enhancement policy manages these items.
## What is an enhancement request
An enhancement request is a piece of functionality that was not specified at the time that the code was written, or an extension to what is already present. Undocumented functionality is considered an enhancement request.
## How are enhancement requests created
Enhancement requests are created by customers and partners through the **Feedback** page on Hyland Community. Feedback in Hyland Community is designed to facilitate innovation around Hyland products and solutions. Think of it as your connection to our Product Management team, your opportunity to influence the roadmap and to submit overall feedback. You can suggest product enhancements, and share a concept for something new. Please visit the [Community Feedback Portal Guide](https://community.hyland.com/en/help/documentation/reference-guide/Feedback){:target="_blank"} for more information.
## What happens to my enhancement requests
Enhancement requests are kept in a separate Engineering [project](https://issues.alfresco.com/jira/browse/MNT){:target="_blank"}.
As the planning for a new release gets underway, enhancements requests are reviewed for consideration in the next release.
Once an enhancement request has been implemented, the original enhancement request is closed and the requester is notified.
## Can enhancement requests be escalated
If you are a customer or partner, then you can escalate your enhancement via the standard Customer Success and account management channels.
## Can I request an enhancement for a specific Alfresco product/version
Yes, if your product or version is in "Full Support" state. Please refer to the [Product Support Policy]({% link support/latest/policies/index.md %}) section for more details.
---
title: Hot Fix and Regression Escalation Policy
---
Some issues are so urgent that it is not possible to wait for the issue to be resolved in a future Service Pack. For these situations there may be an option of a Hot Fix (HF).
Be aware that some customers have a higher entitlement to make Hot Fix requests than others. For example:
* Premier - Premier Services customers have automatic entitlement to make HF requests.
* Standard – Standard support customer issues may also be considered for a HF, if the business case indicates that the issue has significant financial or operational impact.
For all requests, it is imperative that a business case is described to the Technical Account Manager, the Customer Success Manager or the Customer Care Advocate handling the escalation request, whereby the criticality is clear. You must explore and exhaust all possible workarounds, code changes, and back ports with the Support Analyst assigned to your case before requesting the HF.
In exceptional circumstances, if there is a high degree of confidence that the identified fix does not have unwanted side effects, and that it is feasible for Engineering to complete, a request can be made for a Hot Fix.
A Hot Fix is a full production build of the Alfresco product version that you are running, along with the requested fix. Hot fixes cannot be provided as JAR files: they are cumulative fixes of the Service Pack and any previous Hot Fixes. For example, Hot Fix `23.1.5` is the fifth Hot Fix of Service Pack `23.1`.
Hot Fixes are provided on the understanding that as soon as a Service Pack with the fix is available, the system will be upgraded.
The reason that a HF is the exception, rather than the rule, is that Quality Assurance is restricted to the specific fix, and as such, they are far riskier than Service Packs.
---
title: Product Support Policies
---
A glossary of terms and the Support policy for Alfresco Products, Components, and Versions.
## Product Support Policy
See the [Alfresco Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"} page for the current support state and transition dates for all Alfresco products.
Use the **Glossary** below for definitions, and the [Alfresco Product Support Lifecycle]({% link support/latest/policies/product-lifecycle.md %}) page for an overview on Support states and transitions.
At the time of release for any given Alfresco product or module, Alfresco will attempt to identify dates for support state transitions. Alfresco will identify support state transitions for each family of a given product and each release within each family. Support for given service pack or hotfix bundles will coincide with support transition dates for the family and release to which the service pack or hotfix apply.
In cases where Alfresco cannot identify support state transition dates in advance, the [Alfresco Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"} will reflect ‘TBA’ for that particular transition. Alfresco will announce TBA dates as soon as those dates can be determined. Wherever possible, Alfresco will announce transition dates at least 1 year in advance of the announced date. In some cases, for example, and without limitation, where 3rd party interactions are present, it may not be possible to adhere to the 1 year notification policy.
Alfresco may at its sole discretion restate transition dates for specific products to be later than the currently specified dates. In some cases, for example, and without limitation, where 3rd party interactions are present, Alfresco may at Alfresco’s sole discretion restate transition dates earlier than previously specified dates.
## Glossary
The following is a Glossary of terms related to the Alfresco Product Support policy:
|Term|Description|
|----|-----------|
|Version Numbering|Alfresco uses a 3-place numbering scheme to designate released versions of software. The format is **F.SP.HF**, where:{::nomarkdown}<ul><li><b>F</b> indicates the Family.</li><li><b>SP</b> indicates the Service Pack.</li><li><b>HF</b> indicates the Hot Fix.</li></ul>{:/} An example is version `23.1`. Often in referring to general product versions, only the first two numbers are used. For example, `23.1.1` may be referred to as `23.1`.<br><br>**Note:** Alfresco Modules, Add-ons, and Components may use a 3- or 4-place versioning scheme. |
|Family|A family is a fully functional Alfresco product that typically contains significant new functionality. A family is referenced using the **F** portion of the release number as described previously.|
|Service Pack (SP)|A service pack is a cumulative patch release.|
|Hot Fix (HF)|A hot fix is a limited patch release.|
---
title: Product Support Lifecycle
---
The Alfresco Product Support Lifecycle and the how Alfresco products, versions and components transitions through support states
## Product Support Status
The **Support Status** of Alfresco Products can change over time according to the **Alfresco Product Support Lifecycle**. This can happen for a number of reasons, including customer demand, product strategy changes and innovation.
To help customers plan around the **End of Maintenance** of our products, Alfresco publishes a list of all products with their current support status, first release date, deprecation date, and end of maintenance. This list is available on the [Alfresco Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"} page.
For general policies on Support of different Alfresco Product versions please refer to the [Alfresco Product Support Policy]({% link support/latest/policies/index.md %}) page.
## Product Support Lifecycle
The Product Support Lifecycle defines how Alfresco Products, components and versions transition between different support states. An overview of product support states and state transitions is provided in the following image:
The table below describes in detail the different transitions and support states of Alfresco products, versions and components:
|State / Transition|Description|
|------------------|-----------|
|First Release (*Transition*)|The date on which a product is first made Generally Available.|
|Full Support (*State*)|Full support, services and code fixes are provided to customers with a current support contract, based on the terms & conditions per customer entitlement.|
|Deprecation (*Transition*)|The date on which the product is no longer sold or further developed.|
|Limited Support (*State*)|As a product version enters the limited support state, the following guidelines apply:{::nomarkdown}<ul><li>Alfresco Support will direct customers to existing fixes/patches and workarounds wherever possible. </li><li>Alfresco may direct customers to upgrade to a more current version/release of the product.</li><li>Alfresco will consider critical security issues in this support state.</li><li>Alfresco will not implement further enhancements or improvements for products or versions in this support state.</li></ul>{:/nomarkdown} For full details, please refer to the [Enhancement Policy]({% link support/latest/policies/enhancement.md %}).|
|End of Maintenance (*Transition*)|On the date a product version enters End of Maintenance, the following applies:{::nomarkdown}<ul><li>The product version has matured to the Extended Support Program, with limited support offered by Alfresco Support. For full details, refer to the <a href="https://community.hyland.com/customer-portal/wiki/hyland-support/software-maintenance-extended-support-program" target="_blank">Extended Support Program</a>.</li><li>Code changes are no longer being made to this product.</li><li>Alfresco Support will direct customers to upgrade to a supported version of the product to address unexpected software behavior that cannot be resolved by the Support Analyst Team.</li></ul>{:/nomarkdown}|
|Open Source (*Optional Transition*)|As often as possible, products are converted into Community-led open source projects, with maintenance responsibilities handed over to the Alfresco Community.|
|Knowledge Base (KB) Support (*State*)|The product is no longer maintained. It will still be possible to search the Knowledge Base for articles regarding product versions that are no longer maintained. Upgrade support requests will still be accepted for these versions; Alfresco Support will apply the limited support guidelines in the upgrade situation.|
---
title: Security Policy
---
Describes how Alfresco will respond and fix security issues, depending on the issue severity. This policy applies to the Alfresco Enterprise built products, such as, Alfresco Content Services, Alfresco Process Services, and the Alfresco built Add-ons modules.
## Security incident response
When a security issue is discovered, Alfresco will:
* Direct the security incident to the appropriate Alfresco product subject matter expert and Alfresco Security Architect for evaluation of the incident's scope and severity.
* Make one or more product fixes available, if appropriate.
* Inform customers and partners
The version(s) where a particular security issue is resolved will depend on the severity of the issue, and may include:
* A Service Pack release for the last major version
* A Hot Fix to the last major versions
* Hot Fixes for older maintained versions
## Severity Levels
Alfresco classifies security issues according to a severity level of High, Medium, Low. If warranted, a security issue may be re-classified and the customer and/or partner will be notified as appropriate.
### Severity Level: High
A security issue is High if the vulnerability was discovered externally, is known about externally or is being actively exploited and one or more of the following is true:
* Customer data can be compromised
* The server running the application can be compromised
* A Denial of Service (DoS) can be caused, rendering the system unavailable .
### Severity Level: Medium
A security issue is Medium if either of the following are true:
* The issue would otherwise be High severity but the issue was discovered internally and/or is not believed to be known externally
* The issue is a less serious vulnerability such as a XSS or CSRF.
### Severity Level: Low
'Low' refers to trivial vulnerabilities which only pose a marginal or insignificant risk.
## Fix Versions
The severity of the issue and the Product Support Status determines which versions will be fixed.
For the support status of your version, refer to the [Alfresco Product Support Status](https://www.alfresco.com/services/subscription/technical-support/product-support-status){:target="_blank"} page.
For definitions and glossary, refer to the [Product Support Lifecycle]({% link support/latest/policies/product-lifecycle.md %}) page.
Follows the fix version policy Alfresco Software will apply for security issues:
* **High** severity issues will be addressed for all versions of Alfresco in "Full Support" or "Limited Support" status.
* **Medium** severity issues will be addressed for Alfresco versions in "Full Support" status.
* **Low** severity issues will be addressed in the next service pack on each Alfresco version in "Full Support" status.
## Release of Security Notifications
Alfresco notifies customers and partners in the following manner:
* For **High** severity issues, Alfresco releases the version containing the fix and then sends a security alert email to all customers and partners. And then, publishes a security alert on Hyland Community with details of the issue and of the fixed versions. Full details of the vulnerability and attack vector will be publicly released but only after customers and partners have been given reasonable time to install the fixed version.
* For **Medium** severity issues, Alfresco releases the version containing the fix and publishes a security alert on Hyland Community with details of the issue and of the fixed versions.
* For **Low** severity issues, the fix is documented as part of the release notes for the service pack which includes the fix.
## Reporting a security issue to Hyland
Please report all security issues by logging a support case via [Hyland Community](https://community.hyland.com/){:target="_blank"}. See the [Contact Hyland Support]({% link support/latest/contact.md %}) page for more details. Support will assist in connecting you with the right resource to ensure that the information does not enter the public domain prematurely.
---
title: Service Pack Escalation Policy
---
In general, customer and partner issues are given priority over any community issues. These issues are addressed within the next Service Pack release possible based on complexity and prioritization.
Customers and partners may request that an issue be escalated into the next Service Pack. The Customer Care Advocate team handles all requests to ensure the Alfresco Product Management and Alfresco Engineering are aware of the escalation.
---
title: Alfresco Product Access
---
Alfresco products are available to customers and partners. Use the links provided in this page to access the Alfresco products and documentation.
## Pre-built release artifacts
Access to the Alfresco pre-built release artifacts is from [Hyland Community]() [https://community.hyland.com](https://community.hyland.com){:target=_"blank"}. Navigate to the **Support** tab and select **Alfresco Downloads**.
## Containerized products
Some Alfresco products are released as a Docker image or a set of multiple Docker images. Images that are common to both Enterprise and Community versions are available at Docker Hub:
[https://hub.docker.com/u/alfresco](https://hub.docker.com/u/alfresco){:target=_"blank"}
Enterprise-only Docker images are available via a Docker pull from [quay.io](https://quay.io){:target=_"blank"} repositories. Please contact Alfresco Support for credentials to the quay.io repositories.
## Building Alfresco products using SDKs
Several Alfresco products can be built using SDKs. To see a list of available SDKs, refer to the [Alfresco Documentation](/).
Most SDKs require Maven and access to the Alfresco Nexus repository. Please contact Alfresco Support for credentials to the Nexus repository.
## Access to Alfresco product source code
Source code for most Alfresco products, including ACS, APS, and many modules, is available at the Alfresco Nexus repository in the form of a product `sources.jar`, or available in GitHub:
[https://github.com/Alfresco](https://github.com/Alfresco){:target=_"blank"}
If you are unable to locate the source code for a product or module, or need credentials to the Nexus repository, please contact Alfresco Support.
> **Note:** If you modify the code beyond basic extensions, you will invalidate your support contract. To ensure this does not occur, please contact Alfresco with your proposed changes.
---
title: Heartbeat Message
---
Alfresco includes a heartbeat message within Alfresco Content Services.
The heartbeat gathers the following information and sends the encrypted data back to the Alfresco heartbeat receiver over [https://hbrx.alfresco.com](https://hbrx.alfresco.com){:target="_blank"}:
* Version and schema version
* Unique repository id
* Internal server IP (if the same repository-id appears for several server IPs, it is a cluster)
* Number of people (total, not active)
* Maximum node-id (relates to number of objects in repository)
* IP & host address of the sender from the http header
* License
Collecting this data enables us to see how customers use Alfresco Content Services and to tune our product road map accordingly. In order to turn off the Heartbeat message within Alfresco Content Services, please refer to the product documentation, Knowledge Base or submit a support case.
---
title: Resources
---
Here are quick links to useful resources including key downloads, documentation, and license information from Alfresco.
| What? | Where? |
| ----- | ------ |
| Downloads | [https://community.hyland.com/](https://community.hyland.com/customer-portal/downloads/alfresco){:target="_blank"} <br><br>Go to the **Support** tab and select **Alfresco Downloads**. |
| Documentation | [https://docs.alfresco.com](/) |
| License Keys | [https://community.hyland.com/](https://community.hyland.com/customer-portal/licensing){:target="_blank"} <br><br>Submit the request through the **Customer Portal**. |
| Knowledge Base | [https://community.hyland.com/tskb](https://community.hyland.com/tskb){:target="_blank"} <br><br>Go to the **Support** tab and search for any product question. |
| Supported Platforms | [https://www.alfresco.com/services/subscription/supported-platforms](https://www.alfresco.com/services/subscription/supported-platforms){:target="_blank"} |
---
title: Case Status Definitions
---
Hyland Technical Support use these status definitions when working on your case.
| Status | Definition |
| ------ | ---------- |
| New | This is the initial status for a newly submitted support case while it's awaiting assignment to an appropriate Technical Support resource. |
| Scheduled Call | A remote desktop troubleshooting session is scheduled, and no requests for information are pending. |
| Awaiting Analyst | The case is awaiting action by Technical Support, which could include research, information gathering from Hyland resources or testing to recreate the behavior being experienced. |
| Awaiting Customer | The case has been responded to by Technical Support and is waiting on engagement, additional information, or action from the Customer. |
| Awaiting Reseller | The case has been responded to by Technical Support and is waiting on engagement, additional information, or action from the Reseller. |
| Awaiting Cloud | Technical Support is waiting on engagement, additional information, or action from Hyland Cloud Platform Engineering. |
| Awaiting Customer Care | Technical Support is waiting on engagement, additional information, or action from a Customer Care Advocate. |
| Awaiting Services | Technical Support is waiting on engagement, additional information, or action from Hyland Global Services. |
| Awaiting Sales | Technical Support is waiting on engagement, additional information, or action from Hyland Sales. |
| Awaiting Legal | Technical Support is waiting on engagement, additional information, or action from Hyland Legal. |
| Awaiting OS/DB/API | Technical Support is waiting on engagement, additional information, or action from Hyland Global Services. |
| Awaiting R&D | Technical Support is waiting on R&D to provide troubleshooting assistance or to confirm a potential product defect. |
| Defect Verified | The issue being experienced has been verified as a product defect by Technical Support, and confirmed by R&D. |
| Resolution Delivered | A resolution has been provided to the Customer or Reseller by Technical Support which is believed to resolve the issue, but the Customer or Reseller has not yet confirmed that the resolution has fixed the issue being experienced. |
| Closed | The issue being experienced has been resolved or there has not been a response from the Customer following the standard case engagement process. |
---
title: License Keys
---
All major and minor versions of Alfresco Content Services and Alfresco Process Services require a customer specific license key.
These license keys are customer specific keys. When one upgrades to a major or minor product version, you will need to request a new product license key. In addition, any Service Pack release can be applied and your license key can still be installed on multiple servers based on your product subscription purchase. If you have any questions, please contact your Customer Success Manager.
Partner licenses keys are available for use on Partner's test and development servers. If a Partner would like to use any Alfresco product for an internal project, you will need to upgrade your Partner subscription – please contact your channel account manager.
## Installing an Alfresco Content Services (ACS) license key
To install an ACS license key, use the following the steps.
1. Download your `.lic` file.
2. Copy your `.lic` file to the `<extension>/license` directory. You may need to create the license directory for some installations.
3. Restart your Alfresco Content Services server.
In addition, there is information regarding the license keys in [Working with licenses]({% link content-services/latest/admin/license.md %}).
---
title: Supported Stacks
---
The Alfresco website lists the currently supported stacks.
You can access the current [Supported Platform information](https://www.alfresco.com/services/subscription/supported-platforms){:target="_blank"}.
This page provides detailed information on the operating system, database, and application server combinations that have been tested and certified. These technology stacks have all been through the complete quality assurance and certification activities. By using one of the tested combinations, you can ensure that the environment you choose will work, scale, and perform.
If you have additional questions or feedback, please contact your Customer Success Manager or contact Hyland Technical Support.
---
title: Upgrade Advice
---
Alfresco customers and partners who have an active contract are eligible for all Version, and Service Pack upgrades. Periodic communications are used to notify all customers and partners, along with updates to Hyland Community product pages.
Technical Support is often asked for advice on what is likely to change between Alfresco Content Services (ECM) versions and also what preparation must be completed before upgrading your Alfresco Content Services (ECM) solution. Based on the type of upgrade you are doing, here are the recommendations that we make before applying changes in production.
|Upgrade Type|Code Changes|*Backup|*Testing Cycle|*Reindex|*Database Changes|
|------------|------------|------|---------|-------|------------|
|Version Upgrade|Major changes, enhancements, and fixes|Full|Full|Possible|Probable|
|Service Pack|Enhancements and fixes|Full|Custom code or extensions only|Unusual|Unusual|
|Hot Fix|Single fixes|Full|Full (Alfresco QA test single fix only)|Unusual|Unusual|
> **Note:** For Alfresco Content Services:<!--FIXME-->
>
> * If you are upgrading more than two releases (`7.0` to `23.1` for example), please contact Hyland.
> * The advice on service pack upgrades only applies if you are upgrading from the base release (`7.4` to `7.4.1` for example).
> * If you are upgrading from a previous release as well (`7.1` to `23.1` for example), follow the advice for the version upgrade.
This assumes you have:
* Reviewed the release notes and supported platform documentation.
* Ensured that your full backup works.
* Tested the upgrade on a test system against a restored backup of your production system.
* Checked the extensions included with the release and re-applied your changes if the sample file was modified.
* Allowed sufficient time to complete the upgrade.
This guide will help you set up the complete GhostWriter stack: Backend (Go), Frontend (Web), and iOS App.
This guide provides instructions for comparing AGS data from the Google Cloud Storage (GCS) bucket with existing dataset layouts stored in Google Drive/Google Sheets.
1. In chat, type: `/edit <filename>`
**Project:** Zumodra HR/Management SaaS