How Laya.net support works
How to reach us, when we are working, how we rate a problem, and how quickly a person replies on each plan.
Last updated: 11 October 2026
How to reach us
A person reads every message. You can write to us at any time.
Where to write
- Email support@laya.net. The Help Centre’s Contact support page has templates that ask for everything we need.
- In SprintPoker, open Settings, then the Contact Support card.
- In Laya Board for Jira, open the Help & support menu, then Contact support.
- A security problem: email support@laya.net with “Security report” in the subject line. We look at security reports first, whatever your plan.
- A privacy or data request: email privacy@laya.net. We answer within one month, as our Privacy Policy says.
What to include
- Your workspace’s address or handle.
- What you were doing, what you expected, and what happened instead.
- When it happened, with your time zone.
- Any error message you saw. A screenshot helps.
- The severity you think it has (see below).
Write from the email address of your Laya.net account, so we can find your workspace and its plan. Most answers are already in the Help Centre, and the troubleshooting guides solve the most common problems in a few minutes.
When we are working
Monday to Friday, 9:00 to 17:00 UK time (GMT, or BST in summer), except public holidays in England and Wales.
A message that arrives outside these hours is picked up when they next begin. In this policy, business hours are these hours, and a business day is a day with these hours.
How we rate a problem
Tell us the severity you think fits. We may change it to match these definitions, and we tell you when we do.
| Severity | What it means |
|---|---|
| Critical | Laya.net is down or unusable for your workspace, or there is a security problem or a risk of losing data, and there is no workaround. |
| High | An important feature, such as your boards, sync with a connected tool or SprintPoker sessions, is badly broken for many people in your workspace, and there is no reasonable workaround. |
| Normal | Something is not working as it should, but there is a workaround, or only a few people are affected. |
| Low | A question about how to do something, a cosmetic problem, or a suggestion. |
First-response targets
How soon a person at Laya.net replies to a new request, counted in business hours from when it reaches us. Priority support on the Business plan means its faster targets.
| Severity | Free | Team | BusinessPriority support |
|---|---|---|---|
| Critical | Best effort | 1 business day | 4 business hours |
| High | Best effort | 2 business days | 1 business day |
| Normal | Best effort | 3 business days | 2 business days |
| Low | Best effort | 5 business days | 3 business days |
- A first response is a reply from a person, not an automatic acknowledgement. It confirms we have your request and tells you what happens next.
- Best effort means we answer as soon as we can, with no target. Workspaces in early access have the Free plan’s support.
- The plan that counts is the plan of the workspace your request is about.
A first response, not a fix
Each target is for a first response, not for a fix. Some problems take longer to solve: we keep working on them with you and tell you what is happening. We aim to meet every target, but they are targets, not guarantees, and a missed target does not lead to a refund, a credit or other compensation.
What support covers
Covered
- Boards, views, docs and roadmaps on Laya.net.
- Connected boards and their sync with Jira, Azure DevOps, monday.com, GitHub and GitLab.
- SprintPoker on Laya.net, and the Laya Board for Jira app.
- Your account, signing in and two-factor authentication.
- Problems, error messages and questions about how to do something.
Not covered
- Problems inside a connected tool itself, such as its outages, settings or permissions. We help you find where a problem is, but a fix in another company’s product is up to that company.
- Code you write against Laya.net’s API or webhooks, and your own scripts and automations, beyond explaining how Laya.net behaves.
- Training, consulting, setup or data migration done for you.
- Feature requests. We read every one, and they shape what we build, but they have no response target.
What this policy does not include
- It is about replies to support requests. It is not an uptime or availability commitment, and it does not give service credits. Section 16 of our Terms of Service covers availability.
- Support is in writing, in English, by email and the in-app routes above. There is no phone support, and no cover outside our support hours.
Changes to this policy
We may update this policy, for example to add ways to reach us or to change a target. The date at the top shows when it last changed. If a change lowers a target for a plan your workspace pays for, we email the workspace owner at least 30 days before it applies. If this policy and our Terms of Service ever disagree, the Terms apply.
Questions about this policy: support@laya.net.