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 support@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 workers
- 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.
See Security & compliance → Responsible disclosure for the full policy.
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 |
There's no public issue tracker for the partner API yet. Upcoming commitments are tracked on the Changelog.
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.
Changelog subscription
The Changelog ships one entry per shipped change, reverse-chronological, on the day it ships. Subscribe by RSS at https://docs.layers.com/rss.xml or watch the docs repository — the changelog is committed on every release.