Help and Support

Kanvas offers a Help and Support form for sending a support request to the Layer5 team. You can open it from the Help menu, and from the Get Help action in Kanvas’s troubleshooting panel.

How a support request is delivered 🔗

A support request never leaves your browser for a third party. Kanvas submits the form to Meshery Server, which forwards it to your provider’s support intake:

Kanvas (browser)  ->  Meshery Server extension proxy  ->  Remote provider support webhook

For Layer5 Cloud that intake is Layer5’s support queue. For a self-hosted Layer5 Cloud deployment it is whatever endpoint the operator has configured - see Customizing Webhooks.

Help and Support requires a remote provider 🔗

Because the submission travels through Meshery Server’s extension proxy, Help and Support only works when Meshery is connected to a remote provider. Under the local provider (None) Meshery Server has no support intake to forward to, and the extension proxy returns 501 Not Implemented.

This puts Help and Support in line with every other Cloud-bound Kanvas capability - sharing designs and views, the catalog, and resource access - all of which likewise require a remote provider.

If Help and Support fails under the local provider: switch Meshery to a remote provider (Meshery UI, Providers in the profile menu, then sign in) and submit the request again. If you cannot switch providers, reach the Layer5 team through the community forum or Slack instead.

Help and Support requires a signed-in identity 🔗

Every support request carries the requester’s name and email so the team can reply. Kanvas resolves your signed-in profile when you open Help and Support, rather than asking you to retype it:

• While the profile is being fetched, the dialog shows a loading state and the form is not yet available for input.
• Once the profile resolves, the form appears, pre-addressed with your identity.
• If the profile cannot be resolved - an expired or degraded session, for example - the form is not shown and nothing is submitted, because a support request with no way to reply is of no use.

If the form does not appear: sign in to your provider again, then reopen Help and Support. If it still does not appear, see Troubleshooting Kanvas.

Type of Inquiry 🔗

Each request carries a Type of Inquiry - one of Support, Community, Account, or Commercial - which the support intake uses to route your request. Support is selected by default. These are the same categories used by the Layer5 Cloud Help and Support form, so a request raised from Kanvas is triaged exactly like one raised from Layer5 Cloud.

If a submission fails, your subject, description, and type of inquiry are preserved so you can retry without retyping them.