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

1 authorized support contact

GOLD

6 000€ HT

2 authorized support contact

1 platform update per year (1)
Most popular option with our customers

PLATINIUM

10 000€ HT

3 authorized support contacts

3 platform updates per year, with look support

ENTREPRISE

18 000€ HT

5 authorized support contacts

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)

 

 

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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.

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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).

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