Chat
The Chat bar in the client portal talks to the LayerOne assistant. It answers from these docs and the live plan catalog, so it knows current prices and specs rather than guessing.
Ask for a person whenever you want one. Say something like "I want a human". There is no separate button, because a button is one more thing to find.
- During business hours we try to connect you to staff live. If nobody picks up within about five minutes, a ticket is opened from the transcript so the conversation is not lost.
- Outside business hours the assistant stays available, tells you when staff are next around, and will open a ticket for a human follow-up.
Tickets
Open one from Support in the portal (/console/tickets/new/), or from the public contact form if you cannot sign in.
Replies arrive by email and are threaded onto the ticket. Reply links in those emails work without signing in, which is what you want when the problem is that you cannot sign in.
Getting a fast answer
Include, in the first message:
- The instance id or IP address, if it is about a server
- What you expected, and what happened
- The exact error text, not a description of it
- What you have already tried
- Command output where relevant:
ss -tulpn,journalctl -u yourservice -n 50, anmtr --reportin both directions for network problems
Never paste a secret into a ticket
Not root passwords, not API keys, not private keys. Support does not need them. See Handling credentials.
What to raise where
| Situation | Where |
|---|---|
| "How do I..." on LayerOne | Chat |
| A server is down or unreachable | Ticket, with the instance id |
| Billing question or refund | Ticket |
| Suspected abuse against you | Ticket, with times and addresses |
| Platform-wide outage | Check the status page first |