Support FAQ (Liferay Portal)

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

Subscription Services

1. What is Liferay's Subscription Services?
2. How do I know what is covered and what is not covered under Subscription Services?
3. Is custom development covered under Subscription Services?
4. Are upgrades covered under Subscription Services?
5. Does Subscription Services include assistance in performance tuning Liferay Portal?
6. Can Subscription Services help me with clustering, load balancing, or other high availability configurations I need?
7. What is your mobile support policy for Liferay Portal?
8. Are touchscreen laptops supported?
9. I am trying to use instructions found on Liferay.com and they're not working. Is this officially supported?

Issue Resolution

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

Third Party Technologies

1. What is the extent of support for third party technologies?
2. What third party technologies are supported?
3. What if my production environment went down because of a third party technology or because of a change in our configuration settings?

Service Packs and Patches

1. What is a Service Pack?
2. What is a Fix Pack?
3. What is a Patch?
4. What should I do if I installed a fix and it doesn't work?
5. How do I install fixes?

 

Subscription Services

1. What is Liferay's Subscription Services?

Subscription Services is a combination of your subscription to the Liferay Portal Platform and the services that come with it. With Subscription Services, you can request specific fixes that you need for issues in your project, download the latest fixes for increased stability and have access to Liferay support engineers to assist with your installation and configuration of Liferay Portal.

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

The general guideline is that Subscription Services should be viewed as product support. The product is designed with intended functionality and any behaviors or issues that conflict with the intended functionality will be verified and fixed under Subscription Services. The product's intended functionality is documented in the official User Guide.

3. Is custom development covered under Subscription Services?

If there is an issue in Liferay Portal core code that is inhibiting your custom development, then Subscription Services will provide support for these incidents. Please provide clear information on the specific API that is not working correctly and, if available, a small sample of code that triggers the issue. Options for getting assistance for how to implement custom development can be discussed with your Customer Experience Manager.

4. Are upgrades covered under Subscription Services?

As part of your Liferay Enterprise Subscription, you can request assistance during upgrades performed between both minor and major versions. The Liferay Support Team will assist in troubleshooting any Liferay issues and provide solutions in case of a Liferay malfunction.

Before starting an upgrade project, please review the official documentation and Knowledge Base articles on the matter. Since the Liferay Support Team will be able to assist only with Liferay specific issues, please plan sufficient time for updating custom code and testing new features.

5. Does Subscription Services include assistance in performance tuning Liferay Portal?

Performance tuning is an iterative process that includes benchmark requirements gathering, implementation, and testing. If there is a product malfunction that is causing performance issues, you may submit your findings in a support ticket so our Liferay support engineers can reproduce and fix any Liferay related issues or recommend Liferay specific settings that will help you. If you need assistance in executing or setting up performance tuning please contact your Account Representative or Customer Experience Manager.

6. Can Subscription Services help me with clustering, load balancing, or other high availability configurations I need?

There are specific settings in Liferay that need to be configured to allow Liferay Portal to run in a high availability environment which are covered in the official Liferay documentation and Knowledge Base. Our support engineers can provide more information on how to use Liferay-specific settings. However, the rest of the configurations related to your application server, database, web server, load balancer, or other third party technology should be supported by the relative vendor of the third party technology.

7. What is your mobile support policy for Liferay Portal?

Liferay will support access to information (e.g. reading content and navigation through pages) for mobile devices on Liferay Portal 6.2. This includes navigation menus and basic responsiveness of modules.

We support this experience on the Safari and Android mobile browser versions listed in the Compatibility Matrix. We test frequently and verify issues on the following devices:

• iPad (10')
• iPad mini (7')
• Android tablet (10')
• Android tablet (7')
• iPhone 5
• iPhone 4s
• Android Phone (Galaxy Nexus, Nexus 4)

Prior to Liferay Portal 6.2, mobile devices are not supported with the exception of Mobile Device Recognition for Portal 6.1. Mobile Device Recognition includes