Support

Support Policy

Support Levels

Layer offers 3 different levels of support to meet various customer needs: Standard, Professional, and Enterprise.

  Standard Professional Enterprise
Full developer documentation and self-support help center
24/7 monitoring for system stability and uptime
Ticket support channel during business hours
Guaranteed response times for support tickets  
Priority handling for support tickets  
Private communication channel with Customer Success team    
Onboarding and integration workshops, with optional on-site    
Elevated go-live support    
Quarterly integration reviews    

 

Ticket Priorities

Before submitting a ticket, first check our status page and search our documentation for potential answers. If neither of these provide the information you're looking for, please submit a ticket describing what is happening with relevant technical details, and assign a priority level that accurately reflects the impact this is having.

 

Priority level

 

Response times

  Enterprise support Professional support Standard support
Urgent Within 2 business hours Within 1 business day As soon as possible
High Within 4 business hours Within 1 business day As soon as possible
Normal Within 1 business day Within 2 business days As soon as possible
Low Within 2 business days As soon as possible As soon as possible

 

Support Hours

Layer has engineers around the world monitoring our system 24/7/365 for stability and uptime, and any platform-related incidents will be responded to without delay.

For application and integration support, we have the following business hours:

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