Effective: December 17, 2024

In order to request phone support from Liferay we have implemented an online form system that will allow you to submit your request through the Customer Portal at https://support.liferay.com/callback-form.

The callback form is available in 4 languages: English, Japanese, Spanish, Portuguese. Phone communication will be provided in English while ticket communication will remain in your designated regional support language.

Anyone listed as a member of your team can submit a callback request even if they cannot submit ticket requests. This includes partners, support administrators, support requesters, and support users. Even if a user does not have permissions to open a ticket, they can still request phone support through the form.

After you submit the form, a Liferay Support member will contact you at the indicated phone number.

• Platinum customers will be contacted within 1 hour.
• All other customers will be contacted within 1 business day during the standard business hours of your designated Support Center at the indicated phone number.

If this request is concerning an existing ticket, you can always comment on the ticket requesting a screen share or digital meeting in order to expedite the issue resolution process. Screen shares are digital meetings are used for information gathering or issue demonstration and not live troubleshooting. 

For the most efficient support and resolution, we strongly encourage creating a support ticket at help.liferay.com. 

 

How to use the form?

1. Fill out all fields which are marked with an asterisk.
2. Only authenticated users that belong to an active account can request phone support. The Organization field will be auto-populated if the user belongs to only one account. If the user belongs to multiple, then they will need to select the appropriate account name from the drop down menu of options.
3. Please input (and double check) your phone number.
4. If you have any open tickets you would like to discuss during the call, please list them in the Related Ticket ID(s) field in order to help our team prepare for the discussion.