Subscription:
Support
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This page lists the ways to reach Layer5 about Layer5 Cloud and the support each plan includes.
Contacting support 🔗
| 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 |
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 🔗
| Capability | What it does | Free | Team Designer | Team Operator | Enterprise |
|---|---|---|---|---|---|
| Community Support | Get help with most of your questions and issues in our Community Forum. | Included | Included | Included | Included |
| Standard Support | Support can help you troubleshoot issues you run into. Get support via email. | Not included | Included | Included | Included |
| Premium Support | With Premium, get a 2-hour SLA and 24/7 web and phone 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.
- Premium Support adds a 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.
Account recovery 🔗
If you forget your password, the sign-in page offers account recovery by email. Layer5 Cloud sends a recovery link and 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 Getting started with a Layer5 account.