Subscription:
Support
At Layer5 Cloud, we’re here to help you every step of the way. If you have any questions, encounter any issues, or need assistance with anything related to our platform, please don’t hesitate to reach out to us. Our dedicated support team is committed to providing you with the help and guidance you need.
Contacting Support 🔗
You can contact Layer5 support in the following ways:
| Channel | Use it for | Available on |
|---|---|---|
| Email, [email protected] | Questions and problems with Layer5 Cloud | Every plan |
| Community forum | Questions, shared experience, and help from other users and moderators | Every plan |
| Slack | Real-time conversation with the community | Every plan |
| Support form in Layer5 Cloud | A written request routed to Layer5 | Every plan |
| FAQs | Answers to common questions | Everyone |
Our support team responds to email as soon as they can.
Account Recovery 🔗
If you’ve forgotten your Layer5 Cloud account password, you can recover your account from the sign-in page. Layer5 Cloud sends a recovery link and a code to the address on the account. Both are valid for 30 days. Password sign-in is refused until the address on the account is verified, so verify your address before you rely on password sign-in. See Setting up a Layer5 account.
Go to the Layer5 Cloud login page.
On the login page, click on the “Forgot Password” link below the login form.
Enter the email address associated with your Layer5 Cloud account and click “Submit.”
You’ll receive an email with instructions on how to reset your password. Follow the instructions provided in the email to reset your password. The link and the code in that email stay valid for 30 days.
Once you’ve clicked the password reset link in the email, you’ll be directed to a page where you can create a new password for your account. Enter your new password and confirm it, then click “Submit” to save your changes.
After successfully resetting your password, you can now login to your Layer5 Cloud account using your new password.
The support form 🔗
Layer5 Cloud has a Support page with cards for the documentation, the discussion forum, Slack, and the FAQs, and a contact form. The form takes these fields:
| Field | Rule |
|---|---|
| Subject | Required. At least 5 characters. |
| Issue Description | Required. At least 5 characters. |
| Type of inquiry | One of Account/Billing, Sales, Support, Partnership, Extension Points, or Community. |
Layer5 Cloud validates the request and delivers it to the support endpoint configured for the deployment. It rejects a request that carries fields it does not recognize with HTTP 400, and it answers HTTP 500 when delivery to the endpoint fails. The page shows a confirmation message after you submit, whatever the server answers, so confirm delivery by email if the request is urgent.
On a self-hosted deployment, your operator configures where the form delivers requests. See Self-hosted deployment.
Support by plan 🔗
| Support | Free | Team Designer | Team Operator | Enterprise |
|---|---|---|---|---|
| Community Support | Included | Included | Included | Included |
| Standard Support | Not included | Included | Included | Included |
| Premium Support | Not included | Not included | Not included | Included |
- Community Support is help from the community forum.
- Standard Support adds troubleshooting help from Layer5 over the web (email).
- Premium Support adds a 2-hour response-time agreement and 24/7 web and phone support. Terms are part of your order. Current plan details are at layer5.io/pricing.
These are commercial entitlements. Layer5 Cloud does not check your plan when you submit the support form.