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 our products. Layer2 support does not include in-depth assistance with architecture, coding, debugging or configuring your specific application or server. Contact sales@layer2solutions.com 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 here: layer2solutions.com/support

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 or buy a support package for one year here: layer2solutions.com/support

Next Steps with Layer2 Product Support

• ​To contact first level support, please email to sales@layer2solutions.com 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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