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 product support includes consulting, troubleshooting, and problem resolution related to evaluation, licensing, purchasing, operation, and update/upgrade of our products. We offer e-mail-based customer support regarding all questions and issues related to your Layer2 product. 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 specific requirements.
General support hours are Monday - Friday 9:00 AM - 5:00 PM, CEST (UTC/GMT +02:00), except on Germany national holidays. Support is provided by email. In certain cases, phone calls or remote web sessions (TeamViewer, Microsoft Teams or GoToMeeting) might be helpful.
If you have purchased a Software Assurance please find more details about Layer2 Software Assurance here. Note that Software Assurance does not include any support level by default. Moreover it is not required with our annual subscription offerings.
While we are highly focused to product development and support, we will be happy to help you with the first steps during evaluation or implementation of our solutions. Please also note our resellers and implementation partners for this.
Book the following services by hours
149€/HOUR
plus VAT
Exemplary services, minimum 1h/service needed:
Support Package for 1 year
499€/year
plus VAT, annual subscription
All services included:
*In the rare occasion that you have a connection of systems which have not been configured by our team yet, be aware that we might need extra time to prepare for the onboarding and that we might depend on your cooperation to get access to your connecting systems.
** Due to capacity reasons we have set a limit to three migrations per year. In the event that you need to perform more than three migrations, we will bill for additional premium support hours or deduct the hours from your annual contingent (two hours of Premium Support On Demand).
Please check our release notes for Layer2 Cloud Connector or Layer2 Business Data List Connector to stay up-to-date about new versions, patches, updates, and upgrades. Be sure to take a look into the release notes before installation.
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.