Standard Customer Support

We're here to help you get everything out of Laioutr's Frontend Management Platform

We provide learning and documentation resources, developer tooling, and more.

If these resources do not resolve all your questions, or you need more help, Laioutr provides support through its dedicated Support engineer teams.

The Customer or their authorized agent can create Support requests through our Support channels regarding a technical or functional topic with a Laioutr product.

This page helps you find out more about the Support offering, the Severity Levels, and through which channels we communicate.

Services per Severity Level

See our glossary of terms below.

Support is provided in the English language.

On Severity 1 and 2 requests, the Customer commits to engaging fully with Laioutr towards resolution of the issue. If Laioutr is unable to obtain information from the Customer that is required to resolve the issue, Laioutr may downgrade a request to a lower severity.

Severity Levels

The Support website allows the Customer to explicitly provide the necessary information for correct severity classification. The effective severity is set by Laioutr upon review of the Customer provided information and the Severity Level definitions described as follows:

S1 - Critical Incident: An ongoing problem of a Laioutr production system is causing a core business to stop or experience extremely serious interruptions, and no acceptable workaround exists. Normally this is the case if the system is not taking new orders.

S2 - Incident: An ongoing problem of a Laioutr production system is impacting but not stopping a core business, and no acceptable workaround exists. Examples include intermittent problems, performance degradations, problems with background processing, potential security issues, and outages of products or components not supported as Critical Incidents.

S3 - Problem: A problem of a Laioutr system is impacting non-core business processes. Examples include minor performance degradations, problems impacting Customer internal processes, and incorrect functions in backend user interfaces. Also: Incidents with non-production systems; past Incidents; Incidents for which an acceptable workaround exists; problems with components provided under open-source licenses.

S4 - Question, suggestion, or other Support request: Little or no current impact on currently ongoing business processes. Also: other problems with non-production systems; documentation problems. Support request handling priority is set by Laioutr, respecting Severity Level and contractual status.

Maximum Severity Levels

Not all products and not all components of given projects are eligible for all Severity Levels. The coverage is defined in the Support Severity Levels of Laioutr Products online document. As our product portfolio evolves, Laioutr may change the product and component eligibility over time as products and features are being launched, restructured, or discontinued.

Support channels

Status page: The public system status page at https://laioutr.statuspage.io/, including the possibility to subscribe to status change notifications. When the specific problem described in a Support request and its status are already communicated through the status page, the response time target of the request does not have to be met.

Support website: Support requests are submitted through https://support.laioutr.com by a pre-registered and logged-in user. Only if the Support website is unavailable the request shall be submitted via email. For a Support request to be eligible for Priority Customer Support, the person filing it must have been registered on the Support website ahead of time and submit precise identification of the affected rganization and project via the respective website form field.

Email: Email is only to be used in case the Support website is unavailable. Support requests are submitted via email: [email protected]

• for severity 3 and 4 requests [email protected] and for severity 1 and 2 requests [email protected]

Glossary

Initial response: First non-automated response either confirming that Laioutr is starting to act on the problem or requesting specific missing information from the Customer.

Response time target: Laioutr takes all commercially reasonable efforts to have submitted an initial response to the contact that has started the Support request in this time on any Support channel. Time starts with Support request submission independent of when the described problem first occurred. Laioutr can adjust the Severity Level and classification of any Support request at its own discretion following the definitions of this agreement.

Support hours: Times during which such Support requests are handled. The initial response time target is counted during Support hours of the respective Severity Level and paused outside them.

Regional holiday periods: Work-free public holidays at a given Laioutr presence and regional Laioutr company holiday periods as announced on the Support website ahead of time.

Workaround: A set of procedures that the Customer may follow to circumvent or mitigate the impact of a problem, notwithstanding that the problem still exists.

What do we need from you?

• Every Customer must provide one 24/7 reachable escalation email contact address for Laioutr to be able to reach out to resolve Incidents that require Customer actions.
• Laioutr must be enabled to reproduce reported problems. Customers and partners must cooperate closely and timely with suitably skilled staff to enable reproduction. Laioutr Support may need to be granted access to the Customers' organizations for troubleshooting purposes. One of the Customer’s users participating in a Support request must have required system permissions to change system configuration or permissions.
• Laioutr can request the Customer to join a screen-sharing conference for interactive problem resolution at the discretion of Laioutr. The Customer has to join with suitably skilled staff.
• If Laioutr provides the Customer with an updated version of its Apps or other client-side software free of charge to resolve the problem, the Customer must make efforts to apply it.

What is not in scope?

The following kinds of Support requests are not covered by Laioutr Support but may be available through Expert Services:

• solution implementation, solution code analysis
• consulting and solution architecture
• solutions and integrations from the Laioutr App Store (please contact the solution provider)

Support requests including non-anonymized personally identifiable information of third-party persons (for example, the Customer’s customers) or application secrets (for example, passwords, API credentials) can be deleted and re-requested in anonymized form by Laioutr. Response time targets do not apply to such requests.

This Support offering forms part of your commercial agreement with Laioutr and Laioutr reserves the right to update it from time to time.