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.

support guidelines

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 sales@layer2solutions.com 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.

 

LAYER2 SERVICES

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.

icon of our Layer2 Cloud Connector, white, png

Layer2 Cloud Connector Premium Support On Demand

Book the following services by hours

149€/HOUR

plus VAT

Exemplary services, minimum 1h/service needed:


  • Initial setup service*

  • Migration** and upgrade support

  • Implementation of email alerting via existing SMTP server, allowing instant notifications about any issues

  • Configuration of Dynamic Columns in C#

  • Query creation support

  • Automated PowerShell and REST API synchronization
icon of our Layer2 Cloud Connector, white, png

Layer2 Cloud Connector Premium Support Package

Support Package for 1 year

499€/year

plus VAT, annual subscription

All services included:


  • Initial setup service*

  • Migration** and upgrade support

  • Implementation of email alerting via existing SMTP server, allowing instant notifications about issues

  • 3rd level support by our developers

  • Two extra hours of premium support on demand, use them for any product related services

  • Annual review call with Layer 2 Product Owner to discuss enhancement or development of the product

*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).

Frequently asked questions

Technical documentation

Icon for Release Notes - Layer2 leading solutions

Release Notes

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.

Icon-TechnicalDocumentation

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.

SEND US A MESSAGE

NEWSLETTER

Remember to confirm your newsletter registration by clicking on the link you will receive by email.