About Support

Support at SoftLayer

We’re here 24x7x365 to help you resolve any issue you’re facing. And unlike our competitors, we aren’t going to charge you for it. All SoftLayer products include unlimited access to expert technical support at no additional charge.

You can troubleshoot your issue yourself or take advantage of SoftLayer gurus, available via ticket, phone, and live chat. So, while we hope you never have a problem, you can rest easy knowing that we’ve got your back if one ever pops up.



Self-service Support Support Resources Full-service Support
Devices Bare Metal/Virtual Server
Monitoring
Storage Block/File
Object Storage
Content Delivery Network
EVault Backup
Network Virtual Private Network
Gateway Appliances
Load Balancers
Direct Link
Services & Security Security Software
SSL Certificates
Domain Name Service

When providing full-service support, SoftLayer staff will confirm that the product or service is working as originally delivered and provide general guidance. Unfortunately, we cannot make configuration changes, manipulate customer data, or customize the product or service. Customers are responsible for supporting their own data, third-party software, customer-owned devices, and offsite servers and services.


Support Resources

  • KnowledgeLayer
  • Access to FAQs, how-to guides, walkthroughs, and documentation for all products and services
  • Useful for all levels, from new users to experienced users
Visit KnowledgeLayer
  • SoftLayer Development Network (SLDN)
  • Reference SoftLayer API documentation
  • Find API code examples and release notes
  • Get tips and tricks from SoftLayer developers
Visit SLDN
  • SoftLayer on Social Media
  • Talk cloud with cloud experts
  • Stay up-to-date with the SoftLayer news
  • Learn more about SoftLayer products and services
SoftLayer on Twitter
SoftLayer on Facebook
SoftLayer on LinkedIn

Full-service Support

  • Phone (866.403.7638)
  • Dedicated toll-free and local phone support
  • Rapid initial response, typically within seconds
  • Tickets
  • Integrated ticket support is built into our customer portal, enabling interactive trouble shooting with a rapid initial response, typically within 20 minutes
  • Intuitive user friendly interface through our customer portal providing up to date status on all open support tickets
  • The permissions setting allows only specified account users to receive event notifications, perform specified functions, and access secure information.
Log in to the Portal
  • Chat
  • Convenient online text chat
  • Resolves support queries and escalates if needed
  • Rapid initial response, typically within seconds
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