# Status & support (/docs/api/operational/status-and-support)



Where to look when things break, and how to reach a human.

## Status page [#status-page]

Real-time service health, incidents, and scheduled maintenance live at **[support@layers.com](mailto:support@layers.com)**.

<Callout type="info">
  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.
</Callout>

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 [#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](mailto:support@layers.com)                                                       |
| `pilot`    | Shared Slack channel (provisioned at pilot kickoff) + [support@layers.com](mailto:support@layers.com) |
| `partner`  | Dedicated Slack + direct engineering contact (provisioned at contract sign)                           |

Regardless of tier, when you email, include:

* The `requestId` of a representative failed request (header or error body — see [Errors](/docs/api/operational/errors)).
* Your `organizationId` (from [`GET /v1/whoami`](/docs/api/reference/organizations/whoami)).
* What you expected vs. what you got. Timestamps in UTC help.

## Security incidents [#security-incidents]

Report suspected vulnerabilities, compromised keys, or unauthorized access to &#x2A;*[security@layers.com](mailto: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`](/docs/api/reference/api-keys/kill).
* For vulnerabilities: PGP key available on request. We do not pursue legal action against good-faith researchers.

See [Security & compliance → Responsible disclosure](/docs/api/operational/security-and-compliance#responsible-disclosure) for the full policy.

## Press / leak emergency [#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](mailto: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) [#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](mailto:support@layers.com) with the page URL                          |
| API feels wrong but technically works | [support@layers.com](mailto:support@layers.com) — we want to hear it                       |
| Feature request                       | Your partner contact, or [support@layers.com](mailto:support@layers.com); we triage weekly |
| Bug with a reproducible request       | [support@layers.com](mailto:support@layers.com) + `requestId`                              |

There's no public issue tracker for the partner API yet. Upcoming commitments are tracked on the [Changelog](/docs/api/operational/changelog).

## Community [#community]

The Layers partner community Discord is at &#x2A;*[discord.gg/layers](https://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 [#changelog-subscription]

The [Changelog](/docs/api/operational/changelog&#x29; ships one entry per shipped change, reverse-chronological, on the day it ships. Subscribe by RSS at &#x2A;*[https://docs.layers.com/rss.xml](https://docs.layers.com/rss.xml)** or watch the docs repository — the changelog is committed on every release.

## See also [#see-also]

* [Security & compliance](/docs/api/operational/security-and-compliance)
* [Data protection](/docs/api/operational/data-protection)
* [Errors](/docs/api/operational/errors)
* [Changelog](/docs/api/operational/changelog)