Liferay defines a customization as any item used or deployed in a Liferay stack with a code base distinct from the Liferay Software or not modified in accordance with the supported documentation at the time a product is shipped or otherwise updated by Liferay. This includes but is not limited to layouts, themes, portlets, modules, fragments, hooks, integrations, webs, exts and other code modifications even if the item in question was created using Liferay product APIs.
Liferay Support Services is not required to assist with the design, development, testing, deployment, guidance or implementation of any customizations. If an issue occurs while utilizing the product and customizations are involved, then the reported issue will enter the Diagnostic Workflow. Issues which remain in the investigating status workflow will be resolved on a case-by-case basis. If a customization is determined to be the root cause of an issue, then the resolution of that issue is the responsibility of the customer.
In order to properly identify the root cause of reported issues and resolve Liferay Software product defects, it is necessary to reproduce issues in an uncustomized environment. An uncustomized environment should not include customizations such as those listed above, but can include the instance-specific configurations such as portal properties, patching information or GUI settings necessary to reproduce a reported issue. For more information please see the Issue Reproduction and Diagnostic Workflow policies.
Some issues may only be reproducible with the use of a specific third-party product. In these cases the use of the third-party product will still be considered an uncustomized environment as long as the investigating status workflow has determined that the third-party product is necessary to reproduce the reported issue. If a root cause analysis indicates that the issue is caused by a third-party product defect or configuration rather than a Liferay Software product defect, then the resolution of that issue is the responsibility of the third-party vendor to resolve. For more information, please see the Third-Party Technology Defects, Optimizations and Configurations policy.
If there is an issue in Liferay DXP or Liferay Portal EE code that is inhibiting your custom development, then our support engineers will provide assistance in resolving any Liferay product defect. Please provide clear information on the specific API which is not working correctly, expected and actual results when using the API, and, if available, a deployable application or script that demonstrates the issue. This deployable application or script should be the most minimally complex implementation which can demonstrate the issue.
Liferay Support will resolve issues according to the intended functionality of the product. If custom development is utilizing the product in a way that leverages unintended functionality, it may be necessary to adjust your custom development.
In the event that a reported API issue is deemed to be intended functionality, Liferay Support will explain the functionality using existing Liferay DXP or Liferay Portal EE code, offer supporting documentation or provide a minimalistic example of the intended functionality. With API issues the intended functionality is defined in the official Admin Guide, the javadocs and the JSON webservice listings. Please see the Liferay API Documentation knowledge base article for more information.
Options for getting assistance for how to implement custom development can be discussed with your Account Executive or Customer Experience Manager.
Product defect resolutions such as patching will change the Liferay DXP or Liferay Portal EE code. If, by changing this code, custom development is adversely affected, then it is the responsibility of the customer to resolve the issue by adjusting the custom code. Liferay Support will assist in providing documentation concerning the Liferay DXP or Liferay Portal EE code changed as a result of installing a specific patch.