Omegabit's primary support role is to ensure a stable and reliable environment, to monitor for signs of trouble and to provide assistance with issues like plugin deploys and configuration adjustments.

Omegabit monitors for and responds to outages 24x7x365 with a response time of 4hrs or less.  The infrastructure is highly redundant to help protect against unplanned outages at the physical layer, and we will work with you to ensure a similarly stable logical configuration to the best of our abilities.  We do not assume responsibility for outages due to customizations or modifications to the system; for example, if a custom plugin causes breakage to the portal, our recommendation will be to uninstall the plugin.

If a higher level of resilience is required, a clustered configuration is recommended instead.  Contact your Omegabit representative for more information

A robust pre-release testing strategy using an independent Liferay environment is always recommended prior to deploying customizations to production.

Email support is responded to 10am-6pm PST, except holidays, and non-critical support requests can take up to 48hrs, but are typically responded to on the same-day.

Severity I (services unavailable), and Severity II (services severely degraded): issues should always be reported by telephone, and optionally by email. An initial response time within 2 hours is promised for Severity I issues, and 4 hours for Severity II issues, regardless of notification by automated alert or customer contact.

Severity III (non-critical services degraded, non-operations critical, or relating to a known Liferay behavior or limitation, non-critical change order requests, inquiries concerning using Liferay, etc.): issues should be communicated by email, and optionally by telephone. An initial response time within 24 hours, during normal business operating hours (Monday - Friday, 10am - 6pm, PT), is promised for Severity III issues.

See also the Liferay Enterprise Edition SLA for service and response times, which vary by level of Support Subscription.

Yes.  Omegabit monitoring and response is 24x7x365.  Advanced Professional Services support is available for support that falls outside the scope of the standard SLA. 

Liferay Enterprise Edition Support Subscriptions are available in Gold and Platinum tiers with respective business-hour vs. 24x7 response options available. 

Omegabit's primary support role is to ensure a stable and reliable environment, to monitor for signs of trouble and to provide assistance with issues like plugin deploys and configuration adjustments.

Omegabit monitors for and respond to outages 24x7x365 with a response time of 4hrs or less. The infrastructure is highly redundant to help protect against unplanned outages at the physical layer, and we will work with you to ensure a similarly stable logical configuration to the best of our abilities. Omegabit does not assume responsibility for outages due to customizations or modifications to the system; for example, if a custom plugin causes breakage to the portal, our recommendation will be to uninstall the plugin.

Email support is responded to 10am-6pm PST, and non-critical support requests can take up to 48hrs, but are typically responded to on the same-day.

Patches relating to security or access control will be prioritized over other non-critical tasks and expedited wherever possible. Software patches requiring special personnel or procedures, an extended outage, or client-side testing and coordination will be applied at best possible speed, and typically take a minimum of 48 hours and up to 5 business days to coordinate and execute. 

● Omegabit accepts support requests by email and telephone: Email Support: support@omegabit.com

● A Customer specific trouble ticket Web interface is also available as an option to report and manage service tickets for larger teams.  Credentials and connection information are supplied at the time of account activation.

● Telephone Support: 877-411-2220 x2