LAYER2 PRODUCT Support

The success of Layer2 solutions can only be achieved from customer satisfaction. Therefore, we are committed to providing the highest quality of support to our clients. Take a look at the Frequently Asked Questions by product below. Our service offerings can also help. Use the contact form in case of any other issues or questions. We will quickly reply via email or call-back.

FREQUENTLY ASKED QUESTIONS

TECHNICAL DOCUMENTATION

User's Guides

Comprehensive technical documentation is available as part of the product download packages. Depending on the certain product it is also linked directly in the user interface. Please register for download to receive the current version of software and documentation.

Release Notes

Please subscribe to release notes for the Layer2 Cloud Connector, Layer2 Business Data List Connector, or Layer2 Knowledge Management Suite to stay up-to-date about newly available versions, patches, updates, and upgrades. Be sure to take a look into the release notes before installation.

SUPPORT GUIDELINES

Generally, Layer2 product support includes consulting, troubleshooting, and problem resolution related to evaluation, licensing, purchasing, operation, and update / upgrade of our products. Layer2 support does not include in-depth assistance with architecture, coding, debugging, or configuring your specific application or server. Please contact [email protected] in case of such specific requirements.

 

General support hours are Monday through Friday 9:00 AM to 5:00 PM, CEST (UTC/GMT +02:00), except on Germany national holidays.

 

Pre-Sales Support

We offer free email-based pre-sales support regarding all questions and issues directly related to Layer2 products. Additionally, we offer free remote support to assist with product installation and setup, to verify configurations. and to solve possible issues. Please note that free remote support is limited to 30 minutes and is only for pre-sales. You can order prepaid product support for customer specific issues and consulting on a per-hour basis on the Buy Now page.

Customer Support

You benefit from this support level as a Layer2 customer with purchased product licenses. We offer free email-based customer support regarding all questions and issues directly related to Layer2 products. You can additionally order prepaid product support on-demand for customer-specific issues, training, and consulting on a per-hour basis from the Buy Now page.

Software Assurance

​You can optionally purchase Software Assurance with the product license for free updates and upgrades to higher software versions. Note that Software Assurance does not include any support option by default. Please find more details about Layer2 Software Assurance here. If you are interested in a specific SLA in addition to Software Assurance, please contact us by email.

Next Steps with Support

To contact first level support, please email [email protected] or use the contact form. Please add all information required, including your full contact data, product name and version, detailed error message or screenshot, error logs (if available), etc. Our support will contact you as soon as possible after your request within support hours for next steps. Support is provided by email, phone or web conferencing (TeamViewer, Skype for Business, or GotoMeeting).

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