This is to inform our valued customers and partners that from Saturday, January 23, 2021, the support process for Alfresco has successfully transitioned to Hyland systems.
Access to Hyland Community, Hyland’s dedicated customer and partner portal, is available now and customers and partners can enter the site through the Alfresco ID support portal or directly through Hyland Community.
For questions or assistance with this change, please engage with your customer success manager. We appreciate your continued partnership and remain committed to assisting you with your support needs.
Below is an outline of what Alfresco customers and partners will experience as part of the Hyland community.
Hyland Community, Hyland’s dedicated customer and partner portal, is an online resource that provides a single connection point for products, solutions and tools. Through this site, you can access your Hyland customer or partner profile, submit and interact with support cases, search our vast knowledgebase and much more.
The Customer Portal section is the place to access account information and helpful links for administering your solution. Submit support cases, download the latest builds of our software, and access product and support documentation.
Alternatively, select the Create Support Case icon on the top right icon menu.
View your organization’s submitted support cases in the Support Cases section of the Customer Portal. Check an issue status and post notes to provide updated information to the technical support analyst:
Email notifications will be sent when a support case is received and updated. Respond directly to support case email notifications to connect with the Hyland technical support analyst – these emails will also be recorded in the support case notes.
Manage issue resolutions with the Technical Support Knowledge Base (TSKB) self-service resource. This tool enables you to view our Technical Support team’s already closed support cases. Search TSKB articles to troubleshoot prior to submitting your own support case.
Follow product groups related to your solutions to receive notifications on product announcements, blogs, discussions and new resources. Sharpen your product knowledge, receive notifications about product announcements and find opportunities to share your product expertise.
Ideas in Hyland Community is designed to facilitate innovation around Hyland products and solutions. Think of it as your connection to our Product Management team, your opportunity to influence the roadmap! Suggest product enhancements with Hyland Product Management, share a concept for something new, and vote in favour of ideas you support.
Join User Groups to connect with others in your industry, region, and product line to participate in forums, and share ideas.
Emergency technical support contact information can be found on the Hyland Support Wiki page within Hyland Community.
Emergency phone lines are reserved for severity level 1 and severity level 2 issues. For severity level definitions, please review our customer technical support handbook. This handbook provides an overview of Hyland technical support capabilities and how to utilise them.
When calling in, please be prepared to provide your name, organization name, and HSI number to expedite the process of retrieving your records. Your organization's HSI number can be found under the Summary section of the Customer Portal tab.
Hyland Community is always evolving. Follow the Hyland Community Help Center to receive updates on changes and to access site-related resources. If you’re experiencing issues with the Hyland Community website or your Hyland Profile, please submit a Hyland Community Help ticket.
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