Support
The Silverpeas team offers several support formulas, from basic support through the web, to pro-active support; with a dedicated engineer who knows the technical and organizational context of your company
Need training?“A la carte” coaching and support, based on your needs!
SILVER
3 150€ HT
GOLD
6 300€ HT
1 FREE platform update per year, performed by us. (1)
PLATINIUM
10 500€ HT
3 FREE platform updates per year with look support performed by us.
ENTREPRISE
18 900€ HT
6 FREE platform updates per year, with full support of your specific apps, performed by us.
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, 9:00 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 9:00 a.m. to 5 p.m. (and 24/7 too, for critical utilizations).
Assistance is provided for any questions and requests linked to the platform Silverpeas
Turnaround times
The Turnaround time of response, and intervention 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 Client during creation of the Request, and confirmed by our team.
Corrective support
Silverpeas provides a bug tracking tool which allows its clients to post problems and bugs, and to follow their resolution status and in which version, they will find the issue solved..
Evolution support
Silverpeas clients 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 € 1,300 (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 dedicated more to contributors and integrators.
