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Contact TextLayer Support

This page provides information on how to get help with TextLayer Core. Our team is committed to helping you resolve issues quickly and effectively.

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Support Channels

TextLayer provides multiple channels for getting support:

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GitHub Issues

For bug reports, feature requests, and technical issues, we recommend opening an issue on our GitHub repository:

TextLayer Core GitHub Issues

Create a new issue or search existing issues for solutions

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Email Support

For private inquiries, licensing questions, or security concerns, you can reach our support team via email:

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Community Discord

Join our community Discord server for real-time discussions, community support, and to connect with other TextLayer users:

TextLayer Discord

Join our community for real-time support

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Premium Support

For enterprise customers with premium support plans, please use your dedicated support portal or contact your account manager directly.

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Support Hours

Our support team is available during the following hours:
  • GitHub Issues: Monitored Monday-Friday, 9:00 AM - 5:00 PM PST
  • Email Support: Responses within 24-48 business hours
  • Community Discord: Community support available 24/7, official support during business hours
  • Premium Support: As specified in your service agreement
For critical production issues, premium support customers have access to extended hours support.

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What to Include

To help us resolve your issue as quickly as possible, please include the following information in your support request:

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For Technical Issues

  1. TextLayer Core Version: The version of TextLayer Core you’re using
  2. Environment: Your operating system, Python version, and relevant dependencies
  3. Steps to Reproduce: Detailed steps to reproduce the issue
  4. Expected vs. Actual Behavior: What you expected to happen and what actually happened
  5. Error Messages: Full error messages and stack traces (if applicable)
  6. Logs: Relevant log output (with sensitive information redacted)
  7. Configuration: Relevant configuration details (with sensitive information redacted)
Example template for GitHub issues: 
**TextLayer Core Version**: 1.2.3
**Environment**: Ubuntu 22.04, Python 3.12, Docker 24.0.5

**Description**:
Brief description of the issue

**Steps to Reproduce**:
1. Step one
2. Step two
3. Step three

**Expected Behavior**:
What should happen

**Actual Behavior**:
What actually happens

**Error Messages**:
Error message here 

**Additional Context**:
Any other relevant information

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For Feature Requests

  1. Use Case: Describe the problem you’re trying to solve
  2. Proposed Solution: Your ideas for implementing the feature
  3. Alternatives Considered: Any alternative solutions you’ve considered
  4. Business Impact: How this feature would improve your use of TextLayer Core

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Response Time Expectations

Our team strives to provide timely responses to all support requests:
  • Critical Issues: Initial response within 4 business hours (premium support)
  • High Priority: Initial response within 1 business day
  • Medium Priority: Initial response within 2 business days
  • Low Priority: Initial response within 3-5 business days
For the fastest resolution, please provide complete information as outlined above and categorize your issue appropriately.
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