Builder support is available to every paying account. The channel and the response time depend on your plan.
Channels
| Plan | Channels | First-response target |
|---|---|---|
| Starter / Growth | In-app chat, email, docs search | 1 business day |
| Agency | + Priority queue, scheduled call | 4 business hours |
| Enterprise | + Slack Connect, named CSM | 1 business hour |
Severities
- S1, production down. Publishing broken, dashboard unreachable. We page on-call within 15 minutes.
- S2, major degradation. One feature is broken but you can work around it.
- S3, minor issue or question. Goes through the normal support queue.
What is in scope
How to use Builder, bug reports, billing questions, plan changes, account recovery, CMS connection troubleshooting. Custom development, content strategy consulting, and SEO audits are agency services, not support, they are billed separately.