Get the most out of Subscription Services by understanding what is supported.

Subscription Services

1. What is Liferay Subscription Services?
2. How do I know what is covered and what is not covered under Subscription Services?
3. Where can I find more information about what is covered under Subscription Services?
4. What language(s) does Subscription Services offer support in?
5. I am trying to use instructions found on Liferay.com and they're not working. Is this officially supported?
6. What if my production environment went down because of a Third-Party technology or because of a change in configuration settings?

Issue Resolution

1. What incidents qualify as Severity 1 "High Priority"?
2. How do I resolve a production down situation?
3. What should I do if I have an incident that needs to be resolved before a specific deadline?
4. Is there something I can do to speed up resolution times?
5. Can Liferay Support resolve my issue on a call or screenshare?
6. Why is it so important for Liferay support engineers to replicate issues when I can demonstrate them in my environment?
7. What should I do if I cannot reproduce an issue in an uncustomized instance of Liferay?
8. Why do I need to close tickets?  Why are the Liferay support engineers closing tickets that I haven't confirmed to be resolved?
9. Why is there a limit on reporting only one issue per Help Center ticket?

 

Subscription Services

1.  What is Liferay Subscription Services?

Liferay Subscription Services includes support services and a wide range of resources to help you successfully plan, deploy, and manage your Liferay projects from start to finish. You can reference our knowledge resources, download the latest releases, or visit our Customer Portal  to access a number of self-service Support resources as well as report issues to Liferay support engineers to assist with Liferay DXP issues. For more information about all the resources available to you through the Customer Portal, please see this article. 

2.  How do I know what is covered and what is not covered under Subscription Services?

Generally speaking, Subscription Services offers product support. The product is designed with intended functionality and any behaviors or issues that conflict with the intended functionality will be verified and resolved by Liferay Support according to our Subscription Services policies. For the latest versions of our Enterprise Services Agreement, please see this page.

3. Where can I find more information about what is covered under Subscription Services?

For specific details regarding support coverage please visit our Support Coverage page. This includes information about covering issues such as upgrades, clustering, performance, and customer development.

4. What language(s) does Subscription Services offer support in?

Our global support team communicates with customers in one of the following languages: English, Spanish, Portuguese, or Japanese.  The availability of support in these languages is dependent on the support region the customer is located in, as well as the line of support.

Please see the following article which outlines the designated languages of support for each global region and channel: Support Language Matrix

5.  I am trying to use knowledge found on Liferay sites and/or other sites and they aren't working. Are these officially supported?

Our Official Documentation and Knowledge Base are fully supported under Subscription Services (unless otherwise indicated). If you need to further verify how a particular feature is intended to behave, our Liferay support engineers will gladly assist you. Resources such as community and staff blogs, a community discussions, and community slack threads are available, but not supported as part of Subscription Services.

6. What if my production environment went down because of a Third-Party technology or because of a change in configuration settings?

You should contact the third party technology's services since these are not related to Liferay's core product. You can also contact your Sales Representative to see if there are any other options available.

For more please see: Support Coverage - Third Party Technology

Issue Resolution

1.  What incidents qualify as Severity 1 "High Priority"?

The severity level of an incident is based on its business impact. A "High Priority" incident is one that either renders a production system severely impacted or completely shut down or causes system operations on mission-critical applications to be inoperable.

Expanding further:

• For an incident to be deemed "High Priority", it must be present on a production system operating in a production environment. If the incident is only present on a development or other non-production system, it cannot be deemed a "High Priority."
• A "High Priority" incident is an incident that, at minimum, causes a production system to be "severely impacted." A system is "severely impacted" when it is inoperable, the primary functionality of a production environment is inoperable, or the system is experiencing security issues that compromise the confidentiality, availability, or integrity of the system's resources. Some examples include:
  • Production system crashes because of a Liferay malfunction. A Liferay malfunction, memory leak, or concurrency issue causes the entire site to be very slow, to the point of being unusable.
  • 80% of the activity of a live site is on the message boards, and for some reason the users cannot access the message boards.
  • Publishing causes a serious performance degradation of the production system during an extended period of time.

*Please note that "High Priority" level on tickets in Customer Portal, correlates to "Critical" in older versions of the Enterprise Services Agreement.

2. How do I resolve a production down situation?

Your Subscription Services includes support for production down situations that are caused by Liferay product malfunctions. When you contact our Liferay support engineers about this issue, we prioritize getting your production server up and running again. This may require you to use a temporary workaround, restart the servers, or revert recent changes that may have caused the downtime. After the production environment has reached a more stable state, we will work on the long term fix. We will ask you to provide us with a phone number, timezone, and hours of operation to best reach you for a quick contact. When creating a support ticket, please refer to this High Priority Issue Checklist for the information that Liferay Support will likely need to address the issue you are experiencing.

3.What should I do if I have an incident that needs to be resolved before a specific deadline?

Please be sure to record any inportant dates (such as go-lives) as Business Events in Customer Portal to alert our support engineers of the urgency of the issue. Recording your important business events and dates will ensure that your tickets can be prioritized accordingly. If the proposed resolution time still does not fulfill your project's requirements, you are also able to request an escalation of your ticket through a form on Customer Portal. Please see: Enhanced Support Escalation Workflow.

4.  Is there something I can do to speed up resolution times?

The faster the issue can be reproduced by Liferay support, the faster a resolution can be found. A majority of the time spent on a given ticket is spend on understanding and reproducing the reported issue. For the fastest resolutions, please provide step-by-step instructions on how to reproduce the issue in an uncustomized instance of Liferay. It is important that the issue is reproducible on an uncustomized instance of Liferay to ensure that it is not caused by custom code or third party technology.

Please see: Support Tickets - Best Practices

5. Can Liferay Support resolve my issue on a call or screenshare?

Liferay Support does not conduct live troubleshooting sessions with phone calls or virtual meetings. Liferay Support uses phone calls and virtual meetings in order to gather information about the reported issue. The goal of gathering this information is to aid in reproducing and verifying a reported issue.

6.  Why is it so important for Liferay support engineers to replicate issues when I can demonstrate them in my environment?

Reproducing an issue is the first step to providing a solution. Once we can consistently replicate the issue, a root cause can be determined - whether it is a product error, a configuration issue or a third party software malfunction. If the issue is determined to be a product error, our support engineers will need to debug the source code on their development environment, which is best done while reproducing the issue. Once a solution is ready, we will conduct tests to ensure that it indeed does fix the reported incident in the product.

7.  What should I do if I cannot reproduce an issue in an uncustomized instance of Liferay?

You can still report the incident and ask our Liferay support engineers to assist you in trying to reproduce the issue in an uncustomized version of Liferay. In the process you may discover that the issue is actually related to custom code or a third party technology. At times an issue is only reproducible under a certain type of load or other unusual circumstance, in which case you should let our support engineers know of these details. Your Sales Representative is also a great resource and will be available to assist you with issues that are not covered under Subscription Services.

8.  Why are the Liferay support engineers closing tickets that I haven't confirmed are resolved?

The primary reason for closing tickets is to ensure issues are being actively worked on with an appropriate level of attention and prevent miscommunication.

For example, If customers become unresponsive on tickets and requests for updates from Liferay support engineers, the ticket will move be automatically closed after 10 business days.

Sometimes, tickets are reporting multiple issues and we may close the ticket and open separate tickets for each individual issue to ensure that they are each investigated adequately. 

One a ticket is officially in "Closed" status, it cannot be reopened. Please feel free to open a follow-up ticket and reference the ticket number of the previously closed ticket, if needed.

9.  Why is there a limit on reporting only one issue per support ticket?

Liferay Support desires to limit the scope of each ticket to a single issue which will help ensure the following:

• A clear definition of a ticket lifecycle so you and Liferay Support can effectively track the ticket progression from initial diagnosis to resolution. Troubleshooting, next steps and communication are improved thus reducing the overall time spend by all parties on a ticket.
• An organized list of tickets that helps you and Liferay Support easily reference previously reported incidents specific to your project.
• Ticket history can now act as a private knowledge base where you can locate valuable information in an organized repository.