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L7 Customer Support

outstanding support

The L7 Informatics Support Team 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:

product support: issue resolution

L7’s Product Support team provides expert technical assistance worldwide through highly experienced professionals committed to your satisfaction. Available support plans include:

 

Table representing the L7 Informatics Product Support plans.

Severity levels and response times

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:
Table representing the L7 Informatics Product Support severity levels and response times.

content support: dedicated developer assistance

 

Achieve self-sufficiency with dedicated developer help

When your internal developers are busy extending and customizing your implementation(s) of L7|ESP, they may need help from time to time. Content Support provides a weekly allocation of direct access to L7 engineers who are familiar with your use cases, personnel, and goals for the L7|ESP platform. The Content Support team can assist and educate your team with:

  • Consultation on content design
  • Code reviews
  • Data architecture
  • Solutions architecture
  • Performance optimization

 

Join Weekly Office hours

Join regularly scheduled office hours where you can ask questions and screen share.

 

Contact L7 Directly via Slack Connect

Communicate with L7 engineers through a dedicated Slack channel.

 

access L7 Support Portal

L7 SUPPORT PORTAL

faq

 
Q: How can my company arrange Content Support?
A: Content Support is easy to add to your contract. Just contact us at contentsupport@l7informatics.com or reach out to your L7 representative.
 
 
 
Q: What types of needs does Content Support not address?
A: Since Content Support is focused on content you are building, they will route to other L7 teams questions about bugs (eg Product Support) or server environment (eg DevOps).
 
 
 
Q: What are Content Support’s business hours?
A: Content Support is online Monday to Friday from 9am-5pm Central.

 

For more information…
For more information about Content Support or to arrange this service, please don’t hesitate to get in touch with contentsupport@l7informatics.com, or your L7 representative.