Ask AI
The Ask AI button in the client portal's top bar opens the LayerOne assistant. It answers from these docs and the live plan catalog, so it knows current prices and specs rather than guessing. It links the articles it used.
Ask AI does not hand you to a person. When you want someone from LayerOne to look at your account or a server, open a ticket.
Tickets
Open one from Support in the portal (/client/support/new/), or from the public contact form if you cannot sign in. While you type the subject, the new-ticket page may suggest help articles that answer the question; they never stop you from sending the ticket.
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 server's support reference (under Details on its Overview) 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 | Ask AI |
| A server is down or unreachable | Ticket, with the support reference |
| Billing question or refund | Ticket |
| Suspected abuse against you | Ticket, with times and addresses |
| Platform-wide outage | Check the status page first |