L7 Support Portal

Receive expert assistance from L7 Support Engineers.

* Daily or Constant Care plan required

PLANS AT-A-GLANCE

Included with license for no additional cost. Basic provides access to L7's knowledge base.

Daily Care provides 24-hour business day access (M-F) to our global support team via our ticketing system and, when needed, includes live virtual assistance.

Constant Care provides 24/7/365 access to our global support team via our ticketing system and when needed includes live virtual assistance.

Configure, extend and customize your implementation(s) of L7|ESP with the help of direct access to L7 engineers who are familiar with your use cases, personnel, and goals for the L7|ESP platform.

ISSUE RESOLUTION

Product Support

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

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:

Severity	Description
Critical	Critical production issue that severely impacts your use of L7\|ESP™. The situation halts your business operations, and no procedural workaround exists.
Major	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.
Minor	There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. A short-term workaround is available, but not scalable.
Low	Inquiry regarding routine technical issues.

DEDICATED DEVELOPER ASSISTANCE

Content Support

	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.

FAQs:

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 contact contentsupport@l7informatics.com or your L7 representative.

Additional resources...

DOCUMENTATION

L7|ESP Reference Guide

Find answers in this searchable collection of user and technical documentation.

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TRAINING

L7 University

Courses, videos and tutorials for learning to operate, model and develop in L7|ESP.

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EXPLORE & PRACTICE

L7|ESP Sandbox

Explore the latest version of L7|ESP and safely perform training exercises with pre-seeded content. (*Requires an account in L7 University)