Layer1Holdings Support and Help Policy
Effective Date: 12/4/24
Introduction
Layer1Holdings is dedicated to providing exceptional support and assistance to our customers. This Support and Help Policy outlines the types of support we offer, how to access our support services, and our commitment to resolving your issues efficiently.
Support Services Offered
- Technical Support:
- Email Support: Available 24/7 at support@layer1holdings.com. Our team will respond within 24 hours.
- Phone Support: Available Monday to Friday, 9 AM to 4PM (CST) at 612-806-1958
- Live Chat: Not yet Available on our website
- Consultations and Advisory:
- 1:1 Technical Consultations: Schedule a session with our experts for in-depth technical guidance.
- Architecture Reviews: Get feedback on your application architecture to ensure optimal performance and scalability.
- Community Support:
- Online Forums: Join our community forums to ask questions, share knowledge, and connect with other users.
- Webinars and Workshops: Participate in our regular webinars and workshops to stay updated on best practices and new features.
Support Levels
- Standard Support:
- Response Time: Within 24 hours for email inquiries.
- Resolution Time: Typically within 3 business days, depending on the complexity of the issue.
- Premium Support:
- Response Time: Within 4 hours for email and phone inquiries.
- Resolution Time: Typically within 1 business day, with priority handling for critical issues.
- Additional Benefits: Access to dedicated support representatives and quarterly review meetings.
Data Collection and Privacy
Layer1Holdings may collect the following information to provide effective support:
- Account names
- User names
- Product manufacturers
- Product numbers
- Serial numbers
- Calibration IDs for user equipment
Important Notes:
- We will never collect credit card or bank account information over email. Please do not provide any private information to any email account.
- Banking information is taken over the phone only.
- To request information about your account, you must have a valid customer email address or permission from the account owner.
- Purchase orders can be sent to Sales@Layer1holdings.com.
- W-9 Requirement: All companies must supply a completed W-9 form before opening an account with Layer1Holdings.
Commitment to Quality
We are committed to providing high-quality support and continuously improving our services. Your feedback is valuable to us, and we encourage you to share your experiences and suggestions.
Contact Us
For any support-related inquiries, please contact us at:
- Email: support@layer1holdings.com
- Phone: 612-806-1958
- Live Chat: Not Currently Available on our website
Changes to This Policy
We may update this Support and Help Policy from time to time. We will notify you of any changes by posting the new policy on our website. You are advised to review this policy periodically for any updates.
Layer 1 Holdings 