Support Policy

Effective date: 20 January 2021

Platform and Support

This Layerise Support Policy (“Support Policy”) accompanies the Layerise Terms and Conditions or a successor URL or other agreement entered between Customer and Layerise (the “Agreement”) entered into between you (“Customer”) and Layerise. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Layerise offers support services for the Platform (“Support”) in accordance with the following terms:

1. Service Level Agreement (SLA)

1.1 SLA: 99,5% for, and

2. Support Hours

2.1 Live Support is provided 6 AM to 11 PM CET (GMT+1/UTC+1), 7 days per week.

2.2 Priority Support sessions will take priority over other support requests.

3. Issue Submission

3.1 Customer may report erros or abnormal behavior of the Platform (“Issues”) by contacting Layerise in within the Platform via the customer support Chat or via email at Customer will provide information and cooperation to Layerise as reasonably required for Layerise to provide Support. This includes, without limitation, providing the following information to Layerise regarding the Issue:

  • Aspects of the Platform that are unavailable or not functioning correctly
  • Incident’s impact on users
  • Start time of Incident
  • List of steps to reproduce Incident
  • Relevant log files or data
  • Wording of any error message
  • 4. Issue Response

    4.1 Layerise technical team will assign a priority level (“Priority Level”) to Issues depending on Agreement and seek to provide responses in accordance with the information below.

  • Priority 1: Operation of the Platform is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. Target Response Time: 2 Hours
  • Priority 2: Platform is responding and functional but performance is degraded, and/or Issue has potentially severe impact on operation of the Platform for multiple users. Target Response Time: 1 Day
  • Priority 3: Non-critical issue; no significant impact on performance of the Platform but user experience may be affected. Target Response Time: 3 Days
  • 5. Exclusions

    5.1 Layerise will have no obligation to provide Support to the extent an Issue arises from: (a) use of the Platform by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Layerise’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.

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