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.

Frequently asked questions

Technical documentation

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Release Notes

Please subscribe to release notes for the Layer2 File PalLayer2 Cloud Connector or Layer2 Business Data List Connector 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.


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.

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.



Presales Service

With our Layer2 Quick Start Service we give you the possibility to schedule a free remote product demonstration.

Please note that free support is limited to 30 minutes and is only for presales.

Besides, we offer free email-based presales support regarding all questions and issues directly related to Layer2 Products. 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 purchase Software Assurance (SA) with the product license for free updates and upgrades to higher software versions. Please find more details about Layer2 Software Assurance here. Note that SA does not include any support level by default. Moreover the SA is not required with our annual subscription offerings.


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 within support hours for next steps. Support is generally provided by email. In certain cases, phone calls or remote web sessions (TeamViewer, Microsoft Teams or GoToMeeting) might be helpful to analyze the issue in your systems.


Can't find what your are looking for?

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