Liferay Cloud Support FAQs
Here are the answers to common questions pertaining to Liferay Cloud Support.
Why isn’t Liferay Cloud open source?
Liferay is an open-source company, with open-source projects including Liferay Portal CE.
However, Liferay Cloud is not an open-source product, because of the high requirements for data security and protection and the general nature of cloud software.
Where can I find information on service disruptions, outages, or the status of the API or Liferay Cloud’s infrastructure services?
The Liferay Cloud Status page includes information about the status of various services, the Liferay Cloud API, and each region’s status. You can also find the history of past incidents and service outages.
What’s the difference between an “incident” and an “outage?”
An incident is an issue or problem that affects the Liferay Cloud platform or Liferay DXP and impedes customer use.
An outage is specifically when Liferay Cloud services are inaccessible or not functioning.
Where can I find information about security alerts and vulnerabilities?
Check the Security Advisories page to learn about security alerts and vulnerabilities.
Should I give the Liferay Cloud team advanced notice of any performance or penetration testing on a Liferay PaaS or SaaS environment? If so, how?
When you perform performance or penetration testing on your Liferay Cloud environment, it can appear to Liferay that there is an attack on the environment, which could require intervention to protect it.
With Liferay SaaS, you can only conduct stress testing on extensions environments and penetration testing if you have the Dedicated Resources add-on. You must request approval for performance and penetration testing at least 15 days in advance of the testing window by opening a support ticket.
With Liferay PaaS, to prevent Liferay from interfering with your testing on production environments, notify Liferay Cloud of your testing window at least 15 days in advance by opening a support ticket.
Advanced notice isn’t required when testing non-production environments on Liferay PaaS.
When contacting Liferay Cloud support, provide the following information on the support ticket:
- Type of test.
- Time and duration of the test.
- Souce IP addresses from which the testing will be executed.
- Target domains or IP addresses.
How are third-party technologies supported? How should I report issues with third-party services?
In most cases, Liferay is not responsible for incidents involving third-party technologies (though you can still ask on a Support ticket). See Third-Party Technology Support for more information.
Does Liferay support custom images or services? What are the limits?
Liferay Cloud supports all official Liferay images, services, and features provided by Liferay Cloud that run on this platform. However, Liferay Cloud cannot provide support for custom images or services. See Custom Image Support for more information.
How is auto-scaling charged?
Auto-scaling incurs an additional charge per hour, based on how many additional instances are used. See How Auto-Scaling is Charged for more information.