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Support

If something is broken or unclear, write to us.

Through the dashboard widget​

The fastest route is the "💬" button in the bottom right corner of app.layero.ru.

  1. Describe the problem in words — what happened and what you expected.
  2. If it concerns a particular project, pick it in the selector. We attach the context automatically: a link to the project, the branch, and the last failed deploy if there was one.
  3. Press Open a ticket — an operator sees it within a few minutes.

Once the ticket is open the window turns into a chat. Keep writing there; operator replies arrive in real time.

Screenshots​

You can attach images to any message — an operator works out a problem faster by seeing it than by reading about it.

  • Paste from the clipboard — take a screenshot (Cmd+Shift+4 on macOS, Win+Shift+S on Windows) and press Cmd/Ctrl+V straight into the input field.
  • The paperclip to the left of the input field.
  • Drag a file into the chat window.

Up to five images per message, in PNG, JPEG, WebP or GIF. Large screenshots are downscaled by the widget itself. Operators can send images too — they appear inline in the conversation, and a click opens them full screen.

Through Telegram​

If Telegram suits you better, especially for long conversations, link your account:

  1. In the widget, press 💬 Connect Telegram for notifications and history.
  2. Click Open in the Telegram app — the @layero_support_bot opens automatically.
  3. That is it. Operator replies are now mirrored to your DMs, and the whole conversation history is kept in the chat.

Ticket statuses​

  • 🟡 Open — received, waiting for an operator.
  • 🟢 In progress — an operator has picked it up and is working on it.
  • ✅ Closed — resolved. Either you close it (the button at the bottom of the widget) or the operator does when the work is done.

While you have an active ticket you cannot open a new one, so that the whole history stays in one place. Close the current one or wait for a reply.

Response times​

Support is a small team right now. We aim to answer within the working day (Moscow time) for ordinary questions, and within the hour for sites that are down or problems with serving.

What to write​

To get an answer faster, include:

  • What you did — the sequence of steps that led to the problem.
  • What you expected — how it should have behaved.
  • What you got — the error text, a screenshot (attach it in the widget), and the URL of the page where it broke.

If it concerns a deploy, give the id or the short commit SHA.