Layer2 General Product Support Guidelines

​The Layer2 sales and technical support teams provide various levels of support and services related to the Layer2 products.

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. Contact [email protected] in case of such specific requirements. Please find your general support options below.

Layer2 Pre-Sales Product 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 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 specific Layer2 product pages online (see below).

Product Support for Layer2 Customers

• ​​You benefit from this support level as a Layer2 customer with purchased product license(s).
• We offer free email-based customer support regarding all questions and issues directly related to Layer2 products.
• You can order prepaid product support on-demand for customer-specific issues, training and consulting on a per-hour basis on the specific Layer2 product pages online (see below).

Layer2 Software Assurance

• ​You can optionally purchase Software Assurance with the product license for free updates / 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, additionally to Software Assurance, please contact [email protected].

Prepaid Layer2 Product Support on a Per-Hour Basis

• ​You can order prepaid product support on-demand for customer-specific issues, training and consulting on a per-hour basis on the specific Layer2 product pages online.
• Our support will contact you as soon as possible after your order for the next steps. Please note the support hours below.

Next Steps with Layer2 Product Support

• ​To contact first level support, please email to [email protected] or use the general 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 order within support hours for next steps.
• General support hours are Monday through Friday 9:00 AM to 5:00 PM, CEST (UTC/GMT +02:00), except on Germany national holidays.
• Support is provided by email, phone or web conferencing (TeamViewer, Skype, or GotoMeeting).

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