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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Support Policy

Our support policy outlines how to get help, expected response times, and escalation paths—so you always know where to turn when you need assistance.

Support Channels

  • In-app Chat Click the blue chat bubble in the lower-right of the editor for real-time help.

  • Email support@maker.co

  • Community Forum https://discord.gg/2y2fTmRA— peer-to-peer support, answered by our community and Maker champions.

Hours of Operation

  • Pro, Teams, and Max plans: Monday–Friday, 9 AM–6 PM Pacific Time

    Trial users receive the same level of support as the plan they selected when starting their trial.

  • Enterprise Plans 24×7×365 coverage for critical issues

  • Holidays & Maintenance We publish any planned maintenance windows in advance; emergency maintenance may occur with minimal notice.

Support Tiers & SLAs

Tier
Response Time
Resolution Target

Free

≤ 48 hours

Best effort

Pro

≤ 24 hours

≤ 72 hours

Enterprise

≤ 1 hour (P1)*

≤ 24 hours (P1)*

* P1 = Production-down or critical feature failure.

Issue Severity & Priorities

  1. P1 – Critical Service unavailable or data loss.Escalate via In-app Chat or 24×7 email.

  2. P2 – Major Major feature broken, significant impact.

  3. P3 – Normal Feature requests, usage questions.

  4. P4 – Minor Documentation typos, non-critical UI tweaks.

Priority is assigned based on impact and plan level.

How to File a Support Request

  1. Gather information

    • Project ID and name

    • Screenshots or logs

    • Steps to reproduce

  2. Choose your channel

    • In-app Chat for real-time or urgent issues

    • Email support@maker.co for detailed requests

  3. Use clear subject lines [P2][proj_123] “Publish” button disabled on Chrome

Escalation Process

If your issue isn’t resolved within the SLA window:

✅ What We Support

Maker is designed to be self-serve, but we’re here to help if something’s not working as expected.

Getting Started

  • Tips for starting your first project

  • How to write clear prompts for better results

  • Using Figma, docs, or URLs as references

  • Understanding key features like Brand Styles, Deploy, and Custom Domains

Troubleshooting

  • Platform bugs or generation issues

  • Features not working after a few tries

  • Issues with imports, publishing, or design output

  • Clarifying how something works or where to find it

Account Help

  • Billing, plan changes, and workspace management

🚫 What’s Out of Scope

We don’t provide hands-on support for:

  • Setup or onboarding beyond docs and quick tips

  • Custom coding or design work (this can be quoted separately)

  • API and SDK integrations

  • Third-party tools or non-Maker platforms

  • Training or strategic consulting (available for Enterprise plans)

For most questions, Maker’s in-product assistant or Help Center can get you unstuck fast. Paid users can always escalate to human support if needed.

Self-Service Resources

If you ever have questions about this policy or need help navigating our support options, please reach out via any channel above. We’re here to ensure your success with Maker!

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