LARUS One
Account and identity service
Contact LARUS for your ongoing identity service, guaranteed renewal, account access, billing, Identity Passport, rDNS requests, and provider-change coordination.
Open client portal
Support & operations
Route the issue to the team that owns it
LARUS supports your ongoing One Network Identity service. Your provider handles local connectivity and on-site work. Your team controls security and access.
Existing customers should sign in first so the request carries the right Identity Unit, Location, and delivery context.
Ownership
Choose the issue owner before opening a request
The identity service, local delivery, and customer security controls remain separate throughout activation and live service.
Selected provider
Local delivery and incidents
Contact the selected provider for installation, access service, equipment, local routing, on-site work, outages, and local incident updates.
Review delivery ownershipCustomer team
Security and access controls
Firewalls, SASE policy, segmentation, endpoint security, credentials, application authorization, and third-party access decisions remain customer-controlled.
Request context
Send the facts that let support act
A complete first request reduces handoffs between LARUS, the provider, and the customer team.
- 01
Account context
Use the email address associated with the LARUS One account.
- 02
Unit and Location
Include the affected Identity Unit and active Location shown in the client portal.
- 03
Time and current state
Give the first observed time, time zone, current status, and whether the issue is repeating.
- 04
Workflow and impact
Name the affected workflow or destination and explain the business impact without sending credentials.
- 05
Provider context
Add the provider ticket number, on-site contact, and recent delivery change when local service may be involved.
Never send passwords, private keys, session tokens, or full payment credentials in a support request.
Service lifecycle
Keep the same ownership model through activation and change
Before activation
Complete account setup, payment, provider selection, allocation, routing, RPKI, activation, and rDNS coordination before treating the Location as live.
Review the activation journeyWhile the service is live
Start in the portal with the Unit and Location. LARUS supports your identity service and keeps its evidence current; the provider owns local-service incidents.
Review Identity PassportProvider or Location change
Plan the change with LARUS before moving provider or Location. Your identity service continues with us while we assess the new delivery path and coordinate activation.
Review the delivery pathsFAQ
Support questions before escalation
Where should an existing customer start?
Sign in with the email address on the account, open the affected Identity Unit and Location, and begin with that service context. If account access is the problem, email public support from the account email address when possible.
Who handles a local outage or installation problem?
The selected provider handles local connectivity, installation, equipment, local routing, on-site work, outages, and local incident updates. Use the provider contact shown in the deployment record and include its ticket number when contacting LARUS about related identity impact.
How do I request an rDNS change?
Open the affected Unit and Location in the client portal and provide the requested name and business purpose. LARUS reviews the request and coordinates approved rDNS changes with the delivery path; a requested name is not active until confirmed.
What happens when a provider or Location changes?
Your identity service stays with LARUS. We assess delivery at the new provider or Location, coordinate routing and activation, and update your service evidence. Your team validates affected access workflows.
Is renewal guaranteed?
Yes. LARUS guarantees renewal of your identity service. Automatic renewal is enabled at purchase, so you can build for the long term. Billing, cancellation and service terms remain available before checkout.
Can LARUS guarantee allowlisting or reputation?
No. Identity Passport and Allowlist Pack evidence support independent review. Every bank, supplier, customer, API provider, security team, reputation service, and other third party decides its own acceptance and treatment.
What should a high-impact support request include?
Include the account email, affected Unit and Location, first observed time and time zone, current state, destination or workflow, business impact, and provider ticket when relevant. Never send passwords, private keys, session tokens, or full payment credentials.
Can I use support before buying?
Use Start one paid pilot for product evaluation, account setup, and the first annual Identity Unit. Public support is for account access, billing, identity records, rDNS, and operational escalation; it is not an alternate quote or purchase path.
Public support contact
Cannot sign in?
Email support@larus.net for account access, billing, identity records, rDNS, or service escalation. Include the account email and affected Unit and Location when available.
New customers
Need One Network Identity rather than service support?
Start with one paid Identity Unit at USD 6,998 per year for one active Location. Local provider delivery is contracted and priced separately.