Liferay Cloud Support Overview

Liferay is committed to providing an excellent customer experience. As part of this commitment, we offer support for Liferay Cloud subscriptions. Every Liferay Cloud customer has access to our product documentation, ticketing support, and phone support as outlined in our Support Channels. This page is meant to be an overview of the general Support Policies, but details are subject to your legal agreement with Liferay.

For more detailed information about legal agreements and services, please refer to www.liferay.com/legal and locate the section “Liferay Cloud Service Appendix.”

Status Page

For real-time updates on the status of the Liferay Cloud Platform, all customers should subscribe to the Liferay Cloud Status page. Click on “Subscribe to Updates” and select the type of notification that is most convenient for you.

Support Channels

Liferay Cloud will provide Support Services to customers only through communication with the Designated Contacts that are associated with the customer project. 

There are three main support channels to solve any issues that may arise with the Liferay Cloud product: self-service documentation, submitting a ticket, and via phone. For self-service documentation and ticket submission, Liferay Help Center is available for subscribers.

Self-service documentation is available in Help Center and includes both official documents and knowledge base articles. Help Center documentation is always available to help customers navigate issues and knowledge base articles are continually added by Liferay Support for reference.

Ticketing is available in Help Center for authorized contacts and response times may vary based on the severity of the issues as outlined in the “Liferay Cloud Service Appendix.” under "Severity Levels". 

Phone support is provided from six Support Centers located across the globe. A customer’s designated Support Region is determined by the customer’s country of purchase. Each Support Center maintains the following Support Business Hours, except during observed holidays, for its respective Support Region. All Support Region phone numbers can be found on our Contact Us page.