L7 Informatics Product Support
outstanding support
L7 Informatics Product Support provides expert technical assistance worldwide through highly experienced professionals committed to customer satisfaction. Our highly skilled support team has a comprehensive knowledge of our different products.
L7 Informatics Product Support is available in Support Plans outlined below:
Basic Support
Included with license for no additional cost. Basic provides access to our customer portal with access Knowledge base articles, and email support only.
Daily Care
Constant Care
understanding L7 Informatics product support severities
The severity level is a measure of the relative impact of the technical issue on your systems or business. Accurately defining the severity ensures a timely response and helps L7 Informatics Support to better understand the nature of your issue.
Response and resolution times may be different based on your Support Terms with L7 Informatics – please refer to your License Agreement for more details. L7 Informatics will make reasonable efforts to adhere to the response and resolution times for issues within the scope of its own software.
The following definitions of Severity should be used when opening support tickets:
Critical production issue that severely impacts your use of L7|ESP™. The situation halts your business operations, and no procedural workaround exists.
Major functionality is impacted, or significant performance degradation is experienced with L7|ESP. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
Note: No Service Level Terms are provided for Biobuilds licenses only