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Our Support

Our help desk provides a centralised access point for all your support enquiries. We provide enterprise level support and work with state of the art issue management systems to ensure your problem is tracked and dealt with in a timely manner (and in accordance with our SLA).

We provide the following methods for contacting our Help Desk:


Email:  Helpdesk

Telephone:  + 61 8 6262 5432 (for all business and after hours support)


If you are a Liferay Silver, Gold or Platinum subscriber please refer to Liferay Subscription and Support for your standard support terms and conditions.

For our standard support customers, the following will apply:

Business Hours:

  • Email support is available Monday to Friday from 9:00am to 5:00pm AWST  [Excluding Public Holidays].
  • Normal Phone support is available Monday to Friday from 9:00am to 5:00pm AWST  [Excluding Public Holidays].
  • Permeance's target response time to technical support requests is less than one hour. (Response times will depend on the support package, the complexity of the enquiry and current support request volumes.

Out of Business Hours:

  • Email Support Tickets can be submitted but will be actioned next business day.
  • Phone support: Permeance has on call technicians to respond to critical issues. This can be accessed by calling on the support phone number.
  • Issues for customers without a support contract will be charged at $150 + GST per hour unless Permeance is at fault. Customers with a gold or platinum support package will not incur a charge unless work carried out is deemed to be the fault of the subscriber.