Once reported, issues enter the Diagnostic Workflow. During the Diagnostic Workflow, Subscription Services investigates the issue, attempting to reproduce it in order to provide a resolution. Subscription Services must first reproduce any reported issues on an uncustomized product version. Issues that result from product customization are the customer's responsibility. Issues that Subscription Services cannot reproduce will remain in the Diagnostic Workflow, and are resolved on a case-by-case basis. Issues that are beyond Subscription Services' coverage will remain in the Diagnostic Workflow and be resolved on a case-by-case basis. Your Account Executive or Customer Success can assist you with issues not included in Subscription Services.

Liferay seeks to resolve reproducible, unintended defects in uncustomized product versions via patching or configuration changes in accordance with the product service life policy. Patches will change the product's code. Subscription Services can provide documentation for the code changes with the patch. Customers are required to test the patch to ensure it resolves the issue, and report the results to Subscription Services in a timely manner. Prior to installing a patch, customers should backup their system (e.g., code, files, database). To verify that the patch does not conflict with any custom development, customers should install the patch to a non-production environment first. Customers are responsible for any issues with custom development that arise as a result of product defect resolutions.

Emergency Updates (Hotfixes)

Emergency Updates, otherwise known as hotfixes, are provided on a case-by-case basis for Liferay components that are deployed on production environments.

Emergency Updates will be made available to customers according to the severity and impact of the product defect, the customer's implementation lifecycle, and the release date of the Fix Pack, Service Pack, or Quarterly Release in the affected environment. Emergency Updates will be made available in order to resolve catastrophic business critical product defects as determined by Liferay. They will also be made available in order to limit the amount of change made to a live production environment when the production environment is impacted.