The document was approved by the Layero Administration (IP Murzak Mikhail Mikhailovich, TIN 772029626711). It is an integral part of the User Agreement (layero.ru/terms, clause 2.5) and Appendix No. 3 to the Public Offer (layero.ru/offer). It sets out when and where to contact support and how soon a specialist replies.
1.1. The Regulation describes how technical support for the Layero Service works: when and where to send requests, how soon a specialist gives the first reply and how emergency requests are handled.
1.2. The Regulation is an integral part of the User Agreement and Appendix No. 3 to the Public offer. Terms are used in the meanings defined in those documents.
1.3. The Regulation does not change or replace the terms of the Agreement and the Offer, including the Customer's right to a proportionate reduction in cost under clause 8.3 of the Offer. The Regulation does not set Service availability targets.
2.1. Support works on business days from 10:00 to 19:00 Moscow time. Business days follow the official production calendar of the Russian Federation: as a rule, Monday to Friday, except public holidays. A Saturday or Sunday declared a working day when days off are moved counts as a business day. A weekday declared a day off does not.
2.2. A request can be sent at any time of day. The first-reply time counts only support working hours.
3.1. There are two official support channels:
3.2. If the User has linked their Telegram account to the support chat, the specialist's replies are mirrored to them through the @layero_support_bot bot, and messages to the bot go into the request that is already open. Such correspondence continues the request from the control panel. A new request cannot be opened through the bot.
3.3. The public Layero channel in Telegram is not a support channel. A reply or a fix there is not guaranteed, and the time limits of the Regulation do not apply to it. A message in the public channel does not start the first-reply clock.
4.1. A specialist gives the first reply to a request received through an official channel within three business hours of receiving the request.
4.2. A request is considered received:
If a request arrives outside support hours, the clock starts at 10:00 on the next business day.
4.3. The first reply is a message from a specialist about the substance of the request. An automatic acknowledgement of receipt does not count as the first reply.
4.4. The first-reply time applies to the request, not to every message in the conversation about it.
4.5. Examples of how the time is calculated:
| Request received | First reply - no later than |
|---|---|
| Tuesday, 08:30 | Tuesday, 13:00 |
| Friday, 18:00 | Monday, 12:00 |
| Saturday, 15:00 | Monday, 13:00 |
| Tuesday, 17:30, if Wednesday is a public holiday | Thursday, 11:30 |
The examples assume Monday is a business day.
5.1. The first-reply time is not the time to resolve the problem. Resolution time depends on the nature of the problem and is not set by the Regulation.
5.2. An emergency request is a request about a published site or application being unavailable, or about widespread errors when building or opening sites. Such requests are handled first.
5.3. Support does not run a 24/7 on-call shift. A reply outside its working hours is not guaranteed.
6.1. In the first reply the specialist reports the result of the initial check, asks for missing information or names the next step.
6.2. If a fix takes time, the specialist says when to expect the next progress update.
6.3. The first-reply time counts from receipt of the request, even if it lacks information needed to solve the problem.
7.1. Support answers questions about how Layero works and looks for the causes of problems with builds, publishing, domains, certificates, databases and the Data API, as well as with payment and access to the Account.
7.2. Support does not include developing the application, fixing the User's code, administering third-party services the User connected on their own, or consultations unrelated to Layero. If the cause of the problem is in the code or a third-party service, the specialist says so and, where possible, points out what to check.
8.1. Support specialists never ask for passwords, sign-in codes, private keys, access tokens or full bank card details. The User should not send them in a request, even if someone claiming to be a Layero employee asks for them.
8.2. Before actions that change access to an Account, project or payment, the specialist may ask for confirmation of authority: for example, ask the User to write from the email address registered in the Account or from the owner's control panel.
9.1. The Administration may change the Regulation. The current edition is published at layero.ru/support-terms, previous ones are in the archive.
9.2. The Administration announces changes that worsen support terms in the control panel at least 30 calendar days before they take effect. For a billing period that has been paid for, the procedure of section 12 of the Offer.