Status & support
Where to check uptime, which support channel to use, and what response time to expect.
Where to look when things break, and how to reach a human.
Status page
Real-time service health, incidents, and scheduled maintenance live at status.layers.com.
Subscribe to the status page (email or RSS) before you need it. During an active incident, the status page is where we post updates first.
Monitored components:
api.layers.com(partner API edge)in.layers.com(SDK event ingest + CAPI relay)docs.layers.com(this site + OpenAPI)- Webhook delivery pipeline
- Content generation
- Platform relays (Meta Ads, TikTok Ads, Apple Search Ads)
Support channels
Which channel to use depends on your tier. All channels are staffed by engineers on rotation - you won't get handed off to a scripted first line.
| Tier | Primary channel |
|---|---|
standard | support@layers.com |
pilot | Shared Slack channel (provisioned at pilot kickoff) + support@layers.com |
partner | Dedicated Slack + direct engineering contact (provisioned at contract sign) |
Regardless of tier, when you email, include:
- The
requestIdof a representative failed request (header or error body - see Errors). - Your
organizationId(fromGET /v1/whoami). - What you expected vs. what you got. Timestamps in UTC help.
Security incidents
Report suspected vulnerabilities, compromised keys, or unauthorized access to security@layers.com.
- Subject-line prefix
[SECURITY]flags the email as urgent. - For key compromise: include the key prefix (not the secret), or kill it yourself via
POST /v1/api-keys/:keyId/kill. - For vulnerabilities: PGP key available on request. We do not pursue legal action against good-faith researchers.
Press / leak emergency
If a vulnerability, outage, or data-handling question is about to become public - a journalist's deadline, a customer escalation you're about to blog about, a regulator's inquiry - email security@layers.com with subject [PRESS] and a time window.
- We'd much rather hear from you before the story lands than read it the same time as everyone else. Heads up is mutual - flag early and we'll respond.
Reporting on product behavior (non-incidents)
Routing feedback on API shape, surprising behavior, and feature gaps:
| What | Where |
|---|---|
| Documentation bug, typo, broken link | support@layers.com with the page URL |
| API feels wrong but technically works | support@layers.com - we want to hear it |
| Feature request | Your partner contact, or support@layers.com; we triage weekly |
| Bug with a reproducible request | support@layers.com + requestId |
Community
The Layers partner community Discord is at discord.gg/layers - real-time chat with other partners + Layers engineers. Use the #partner-api channel for API-specific questions.
Discord is not a support channel - questions there get best-effort community answers. For anything time-sensitive, use the email or Slack channels above.