> For the complete documentation index, see [llms.txt](https://docs.maker.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maker.co/tips-and-tricks/support-policy.md). # Support Policy *** ### Support Channels * **In-app Chat** Click the blue chat bubble in the lower-right of the editor for real-time help. * **Email** * **Community Forum** — 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 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: ``` Reply to your ticket or chat thread requesting escalation. ``` *** ### ✅ What We Support Maker is designed to be self-serve, but we’re here to help if something’s not working as expected.
CategoryTopics
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 * **Community Forum**: * **Status Page**: [https://status.maker.co](https://status.maker.ai/) *** 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! *** --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.maker.co/tips-and-tricks/support-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.