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 Enterprise support:

For production apps with Standard support:

For sandbox apps:


Response times

Priority Enterprise support Standard support Sandbox 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


'1 business day' refers to 9-5pm PT Monday to Friday.

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

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