# Support


> The support channels for Layer5 Cloud, what each Layer5 plan includes, and what the in-product support form sends.


This page lists the ways to reach Layer5 about Layer5 Cloud and the support each plan includes.

## Contacting support {#contacting-support}

| Channel | Use it for | Available on |
|---|---|---|
| Email, [support@layer5.io](mailto:support@layer5.io) | Questions and problems with Layer5 Cloud | Every plan |
| [Community forum](https://discuss.layer5.io/) | Questions, shared experience, and help from other users and moderators | Every plan |
| [Slack](https://slack.layer5.io) | Real-time conversation with the community | Every plan |
| Support form in Layer5 Cloud | A written request routed to Layer5 | Every plan |
| [FAQs](https://layer5.io/company/faq) | 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](/cloud/guides/self-hosted/).

## Support by plan
















































































































































































































































































































































































































































































<div class="feature-tiers">

<table class="feature-tiers-table">
  <caption>Support and Deployment</caption>
  <thead>
    <tr>
      <th scope="col">Capability</th>
      <th scope="col">What it does</th>
      <th scope="col">Free</th>
      <th scope="col">Team Designer</th>
      <th scope="col">Team Operator</th>
      <th scope="col">Enterprise</th>
    </tr>
  </thead>
  <tbody>
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    <tr>
      <th scope="row">Community Support</th>
      <td>Get help with most of your questions and issues in our Community Forum.</td>
      
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
    </tr>
    
    
    
    
    
    
    <tr>
      <th scope="row">Standard Support</th>
      <td>Support can help you troubleshoot issues you run into. Get support via email.</td>
      
      
      <td class="tier-cell"><span aria-hidden="true">-</span><span class="sr-only">Not included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
    </tr>
    
    
    
    
    
    
    
    
    
    
    
    <tr>
      <th scope="row">Premium Support</th>
      <td>With Premium, get a 2-hour SLA and 24/7 web and phone support.</td>
      
      
      <td class="tier-cell"><span aria-hidden="true">-</span><span class="sr-only">Not included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">-</span><span class="sr-only">Not included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">-</span><span class="sr-only">Not included</span></td>
      
      <td class="tier-cell"><span aria-hidden="true">&#10003;</span><span class="sr-only">Included</span></td>
      
    </tr>
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
  </tbody>
</table>

</div>


- **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](https://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](/cloud/getting-started/getting-started-with-layer5-account/).