Support
The Silverpeas team offers several formulas of support, from a basic support thru the web, to a pro-active support, with a dedicated engineer who knows the technical and organizational context of your enterprise
Need training?“A la carte” coaching and support, according to your needs!
SILVER
3 000€ HT
GOLD
6 000€ HT
1 platform update per year (1)
PLATINIUM
10 000€ HT
3 platform updates per year, with look support
ENTREPRISE
18 000€ HT
6 platform updates per year, with full support for specifics
Annual health check-up
All formulas grants you to access :
- Our extranet which gives you access to your project space, documentation, forums and
FAQ - Bug tracking platform (Redmine) which allows your authorized contacts, to file correction
requests, evolution requests and follow the product roadmap progress.
Beginning with the GOLD formula, live support is provided by email and telephone from Monday to Friday, 8:30 a.m. to 12 p.m. and 2 p.m. to 5:00 p.m
(1) Excluding specific (Look, workflow)
Helpline
Depending on the formula selected, telephone support is available on working days from 8:30 a.m. to 5 p.m. (and 24/7 too, for critical uses).
Assistance is provided for any questions and requests linked to the platform Silverpeas
Turnaround times
The Turnaround time of response, and intervention time depend on the nature of the problem or breakdown reported. It can be from 30 minutes, to 4 hours.
The estimated severity level of the problem is indicated by the Customer during creation of the Request, and confirmed by our team.
Corrective support
Silverpeas provides a bugtracking tool which allows its customers to post problems and bugs, and to follow their resolution status and in which version, they will find the issue solved..
Evolution support
Silverpeas customers can get for free all corrective versions and small evolutions..
Only upgrades to major versions (5.x, 6.x, etc., every 4 years) are not included, in different support formulas.
Changes in specific developments and graphic customizations may be subject to additional contracts, providing some days of intervention per year, for changes or migrations.
Support by tickets
Silverpeas also provide a support formula, called “by tickets”.
Customers can buy booklets of 16 tickets of 30-minutes.
16 tickets cost € 1,200 (excluding taxes), for telephone support available on working days, from 8:30 a.m. to 5 p.m. Tickets remains valid one year.
Mailing lists
If you haven’t signed up for professional support yet, and have questions, you can join us via
the 2 mailing lists below. They are hosted by Google Groups, you will therefore need to
create an account (but this does not require a gmail account).
- The list of Silverpeas users for questions about installing and using Silverpeas,
- The Silverpeas Development List for questions or information on the development of Silverpeas. This mailing list is more dedicated to contributors and integrators.
