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Support

Email Assistance:

You need a subscription to this service.

Telephone Assistance:

You need a subscription to this service.
According to the chosen plan, telephone support is available on business days from 9 a.m. to 5 p.m. or 24/7.
Assistance is provided for every question and request for assistance related to the Silverpeas platform.

Response times:

The response times are related to the type of malfunction or failure reported. The severity is indicated by the Client when creating the Request.

Corrective maintenance:

Silverpeas provides an error reporting tool to its clients (https://tracker.silverpeas.org).
It allows the client to know the status of the problem's resolution, and the version in which the errors will be resolved.


Silverpeas offers support for its solution through several plans:

 

Silver

Gold

Platinum

Entreprise

Authorized support contacts

1

2

3

5

Extranet : Documentation, Forums, FAQ

Access to Redmine https://tracker.silverpeas.org
Access Support by Email  
Access Support by phone  
Support 9x5  
Support 24x7     OPTION

Critical alerts

 

Hot fix available

 

Update product :

 

 

 

 

Update assistance

 

Update executed by Silverpeas (per year)

 

1

3

6

Look upgrade

 

quotation

Workflow upgrade

  quotation quotation

Other specific applications upgrade

  quotation quotation
Remote assistance (VPN required, additional costs if not present)    

Technical Account Manager

 

 

 

Annual health check platform      
Fix report (par an)       4
Technical Training Administration       two people - 1st year
Functional Training Administration       two people - 1st year