Ticket Priorities

Before submitting a ticket, make sure to check our status page and search our documentation for potential solutions. If neither of those provide the information you're looking for, please submit a ticket describing what's happening and the business impact, and assign a priority level that accurately describes the impact you are seeing.


For production apps with Premium or Enterprise support:

For production apps with Standard support:

For sandbox/free apps:


Response times

Priority Premium/Enterprise support Standard support Sandbox (free) apps
Urgent Within 2 hours Not available Not available
High Within 4 hours Within 24 hours Not available
Normal Within 1 business day Within 1 business day Not available
Low Within 2 business day As soon as possible As soon as possible

Our engineers monitor and manage Layer services 24x7, and will respond accordingly for P0 and P1 issues. 

Have more questions? Submit a request