Service Levels

Designated Contact role names have changed from Developer to Requester, and from Watcher to User. For more details about Support Roles, please refer to this article: Account Support

Learn about the benefits included with your Enterprise Subscription service level. 

	Gold	Platinum	Premium (Only available with Liferay Cloud)
Software
Enterprise Software
Fix Pack Updates
Consolidated Service Packs
Emergency Fixes
Web Based Support
Knowledge Base
Ticketing System
Max Response Time*	1 Business Day	1 Business Day	1 Business Day
Phone Support**
Regional Business Hours
24/7 Support***
Max Response Time*	2 Business Days	1 Business Day	1 Business Day
Emergency Response***		<1 Hour	<1 Hour
Designated Contacts****	2	3	3
Customer Project
Maintenance, Uptime, Patches, & Upgrades*****

 

* Max Response Time applies to a Liferay Team Member's initial response to a new ticket or phone support callback request.

** Phone Support is available on a callback basis only. For more information please see: How to Request Phone Support 

*** For Severity 1 incidents reported via phone support callback form.

**** The number of Requester Contacts can increase based on the subscriptions purchased for Production purposes.

***** See Liferay SaaS - Product Details for details on the services we provide