Support
How to file a support ticket, what to expect by tier, and how the conversation works.
When something doesn't fit a docs page — a bug, an unexpected result, a billing question, or just a how-do-I — file a support ticket in SolarLayout. Every plan can. Your reply window depends on your plan.
File a ticket
Open Support from the home sidebar — it's near the bottom of the nav list, just above Docs. The form has four fields:
- Subject — one line, up to 80 characters.
- Category — pick the closest match. Five options (see below).
- Description — the details. What you saw, what you expected, any context that helps.
- Related project (optional) — pick a project if the ticket is about a specific one. Helps us look at the right data.
You can also attach files: screenshots, KMZ exports, PAN/OND files, log dumps, anything that helps. Up to 10 files per ticket, 25 MB each.
The five categories
| Category | When to use it |
|---|---|
| Something's broken | The app crashed, an error message appeared, a layout failed unexpectedly. |
| How do I… | A question about using a feature. |
| I have a suggestion | Feature request or feedback. |
| Billing & account | Plans, payments, sign-in, the dashboard. |
| My results don't look right | A layout completed but the numbers feel off — capacity, yield, cable lengths, anything quantitative. Routed to our solar engineering lead. |
The category isn't a hard gate; it's routing. If you're not sure, pick the closest match. We'll re-categorize on our side if needed.
What happens next
After you click Send ticket, it lands in your Your tickets list immediately. We're notified server-side; you don't need to do anything.
When we reply, you'll see two things:
- A small dot on the Support entry in the sidebar — a quiet cue that something's waiting.
- The ticket's status changes to Awaiting your reply in the history list.
Click into the ticket to read the reply. You can follow up with another message, attach more files, or close the ticket if it's resolved.
Either side can close a ticket. Once closed, the thread stays viewable but no new replies can be posted. If you need more help on the same topic later, file a new ticket — old tickets are an archive, not a re-opening surface.
Reply windows by plan
Every plan can file a ticket. Pro and Pro Plus include a priority support SLA — a committed first-reply window; Trial and Basic do not.
| Plan | Reply window |
|---|---|
| Trial / Basic | Community-best-effort. No committed window. |
| Pro | Within 2 business days. |
| Pro Plus | Within 8 business hours. |
The window starts when we receive the ticket and ends when we send the first reply. Subsequent replies in the same thread carry the same window — we won't go quiet between exchanges.
A few notes on this:
- Business hours means 09:00–18:00 IST on weekdays, excluding public holidays.
- The window is a commitment, not a guarantee on resolution time. Some questions are answered in five minutes; some take several rounds. The committed window is for the first reply.
- Your support window follows your subscription plan, not your usage. Layout runs are unlimited on every paid plan, so there's no "out of runs" state — if you're on Pro, your tickets get the 2-business-day reply regardless of how much you've run.
Auto-attached diagnostics
When you file a ticket, SolarLayout attaches a small diagnostics blob to your first message that you don't see but we do. It contains:
- The app version and build channel.
- A short fingerprint of your current sign-in (just enough for us to look up the ticket against the right account — never the full credential).
- A snapshot of your plan and available features at the moment of filing. (If you're still on the Pro Plus Trial, that includes how many of your 5 trial calculations remain.)
This is so the first reply doesn't bounce on "what version are you on, what plan". Nothing sensitive — no project data, no file contents, no full credentials.
Common issues
I can't find the Support entry
It's near the bottom of the home sidebar's nav list, just above Docs. You need to be signed in — the Support page won't load otherwise.
My reply didn't go through, "Failed to fetch"
Most often a transient network issue. Re-clicking Send reply usually works. If it persists, sign out and back in to refresh your session, then try again.
I attached a file but it isn't showing up
Files upload in the background after you click Send. If the upload fails, the ticket still posts and the missing file shows as a broken paperclip — file a follow-up reply with the attachment.
What support is, and isn't
Support is for product questions and bugs. For solar engineering consulting (sizing a specific plant, picking the right module, etc.) the "My results don't look right" category will route to someone who can talk shop — but the first reply will usually be "can you share the KMZ + a screenshot of your inputs" before we can say anything specific.
For sales, partnerships, or pricing-not-on-the-site, email sales@solarlayout.app directly.