The guaranteed response time for the Premium Support Subscription is within the next business day (24 hours).
Handling of incidents within the Premium Support
For the Premium Support Subscription, you can name 2 contacts in your organization that can access the Alkacon OpenCms support team for an unlimited number of incidents during the lifetime of the support subscription.
Incidents can be raised by phone or email.
During a phone incident you can speak with an experienced Alkacon OpenCms consultant. Phone support is available only during our office hours.
During the phone call, you can ask several OpenCms related questions, which our answering consultant will try to answer to the best of his abilities.
Please note: Using a phone incident requires making an advance appointment even during Alkacon Software's office hours. For Premium Support subscribers, we guarantee to schedule a phone call within the next business day (24 hours).
Within the Premium Support Subscription, you can raise an unlimited number of incidents by email. This requires that you send an email to our support team, describing your problem. We will then open an incident ticket that will stay open until we have delivered an answer to the problem.
For Premium Support subscribers, we guarantee a response time within the next business day (24 hours) for new email incidents.
OpenCms bug-fixing service within the Premium Support
In addition to the unlimited number of incidents and the best possible response time, the Premium Support Subscription also includes a bug-fixing service for the OpenCms core and also the OCEE components.
This means that we will fix reproducible issues you report ASAP.
This option is exclusively available for Premium Support subscribers.