Alkacon OpenCms Support Terms

For our premium support and incident support offerings for OpenCms the following terms and conditions apply:

OpenCms Support availability

Support is available in English or German language. All Support is available only during Alkacons business hours. Alkacons business hours are:

Monday to Friday, 9.00h to 18.00h, Cologne, Europe (CET, GMT+1) time zone.
Please note: Local holidays for NRW, Germany apply.

Supported OpenCms versions

Alkacon Software offers support for OpenCms version 10.x, 9.x, 8.x and 7.x installations. Older versions of OpenCms are not covered by our support agreements.

Only standard versions distributed as "stable release" from the website are covered by our support agreements.

Supported Components

If the issue is related to an underlying environment, we support the following components:

  • MS Windows (current versions*)
  • Linux (Red Hat, SUSE, Debian, Ubuntu - current versions*)
  • Java 6 [1]
  • Java 7
  • Java 8 [2]
  • Tomcat 6.x
  • Tomcat 7.x
  • Tomcat 8.x
  • MySQL DB (current versions*)
  • Oracle DB (current versions*)

We offer limited support** for the following components:

  • Jboss (current versions*)
  • Websphere (current versions*)
  • Glassfish (current versions*)
  • MariaDB (current versions*)
  • PostgreSQL (current versions*)
  • Microsoft SQL Server (current versions*)
  • DB2 (current versions*) 

[1] Java 6 is not longer supported for OpenCms 10 or later.

[2] Java 8 is supported ony for OpenCms version 9.5.3 or 10.x. 

* Current versions means the current major stable release version and the last major stable release version of the listed component. No alpha, beta or release candidate versions are supported. In case you are in doubt please ask us if the version you are using is supported.

** Limited support means that we support OpenCms version 8.x, 9.x and 10.x with these components, but we only offer limited know-how regarding installation and optimization of OpenCms on these components. The OpenCms core bug-fixing service for issues regarding these components is limited to 16 hours during the premium support contract period of 12 months.

No other environments / components then those listed above are covered by our standard support options.

Information to include with an incident

If possible, the following information should be included with the incident description:

  • OpenCms Software Version
  • Java JDK version
  • Operating System
  • Database
  • Servlet Engine
  • Web server
  • Exception stack traces
  • Code snippets related to your problem

Definition of an incident

An incident describes an isolated problem in the context of a larger OpenCms project. It is therefore specialized and detailed in nature. The context of the incident has to be provided by the surrounding project and the incident usually describes an issue that does not work as expected in that context. No matter how you describe your incident, we will try to provide an answer. However, we reserve the right to reject an incident in case we find the problem description to unspecified or to general in nature. Rejected incidents will of course not be counted to the number of purchased incidents (in case of an incident package).

In case you have support requirements that are not covered by these terms and conditions, please consider our individual support agreements for OpenCms.

Alkacon product overview

  • We have compiled a PDF document that contains an overview about all our available OCEE products, OpenCms training courses and OpenCms support options.

    Download the PDF here...

Alkacon OpenCms Premium Support

  • 5000 € for 12 months of premium support from purchase date.
    [Item: SUP-PREMIUM-12]

  • Order now