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.
Privacy Policy
Effective 8/17/26
Layer1 Holdings is the Parent company of DefineTheBox.com
Introduction
Layer1Holdings is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website DefineTheBox.com or Layer1Holdings.com, use our services, or interact with us in any other way. Please read this Privacy Policy carefully. If you do not agree with the terms of this Privacy Policy, please do not access the site or use our services.
Information Collected
Automatically Collected Information
-IP Address
-Browser
-Device
-Operating System
-Session Information
-Referring Pages
-Time Zone
-Crash Logs
Automatically: When you use our services, we may collect information automatically through cookies and other tracking technologies.
Third Party Services
-YouTube Video data collection
-Microsoft Azure
-Wordpress
-Microsoft Dynamics
Data Sharing
DefineTheBox does not sell personal information
Information may be shared only with: Hosting Providers, Payment Processors, Technical Support Providers, Legal Authorities when required, Customer-authorized Integrations
Data Security
DefineTheBox Software as a Service is an app that can be purchased through the Microsoft App Store, within use of DefineTheBox app the Data is stored in your Microsoft Azure account and based on the settings of Role-based Security, Using Microsoft Authenticator
Information We Do Not Collect
- Credit Card or Bank Account Information: We will never collect credit card or bank account information over email. Please do not provide any private information to any email account. We may send a link for payment processed by our bank, but not collected by DefineTheBox or parent company Layer1Holdings
- Banking Information: Banking information is taken over the phone only and only in relation to a purchase order and sales order provided by the customer.
Your Data Protection Rights
Depending on your location, you may have the following rights regarding your personal data:
- The right to access – You have the right to request copies of your personal data.
- The right to rectification – You have the right to request that we correct any information you believe is inaccurate.
- The right to erasure – You have the right to request that we erase your personal data, under certain conditions.
Security of Your Information
We use administrative, technical, and physical security measures to help protect your personal information. While we have taken reasonable steps to secure the personal information you provide to us, please be aware that despite our efforts, no security measures are perfect or impenetrable.
Contact Us
If you have any questions about this Privacy Policy, please contact us at:
Support@Layer1Holdings.com
