Liquibase Support is here to help troubleshoot issues using Liquibase Pro and Enterprise
Everyone needs a little help from time to time. Our experienced support engineers give you the guidance you need so you can get the most out of Liquibase’s powerful version control, database change management, and deployment capabilities.
Liquibase works with the greatest number and variety of databases and has established the standard for managing database change with speed, security, and reliability. In order to provide confidence and clarity on how we support these databases for our customers, they are categorized by verification level. See our list of supported databases and the database verification levels for more details on how we support you and your database with Liquibase.
Support Levels
| Liquibase Community | Standard Support | Premium Support | |
| Liquibase Open Source | ✅ | ❌ | ❌ |
| Liquibase Pro | ✅ | ✅ | Available |
| Liquibase Enterprise | ✅ | ✅ | Available |
Support Service Level Agreement (SLA)
| Initial Response | Standard Support | Premium Support |
| Sev1 - Urgent | 1 business hour | 30 minutes |
| Business hours* | 24x7 | |
| Sev2 - High | 2 business hours | 1 hour |
| Business hours* | 24x7 | |
| Sev3 - Normal | 8 hours | 4 hours |
| Business hours* | Business hours* | |
| Sev4 - Low | 1 business days | 1 business days |
| Business hours* | Business hours* |
* Business hours: 7 am - 7 pm CST, Monday through Friday, excluding U.S. holidays.
Priority Levels
Liquibase tracks issues from the time reported to the time the issue is resolved, with priority response given to the highest severity issues.
Sev1 - Urgent
Catastrophic Failure – all work has halted or a work stoppage is imminent. The application system is unavailable or unusable.
Sev2 - High
Application Inoperable/Data Corrupted – an application in the system is not working or has limited capability and the problem significantly impacts the customer. Or, data is being corrupted and work must be stopped to avoid further corruption/loss of data.
Sev3 - Medium
Feature not working as documented – application has issues that can impact users but that do not stop users from performing daily business. Or, issues for which there is a reasonable workaround.
Sev4 - Low
Informational Question/Cosmetic Issue – problem/question with day-to-day operational issues, a cosmetic problem with user interface, error in documentation
Enhancement Requests – request for new features or changes in the functionality of existing features.
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