Support and escalation

Who supports whom

As a partner, you are the first line of support for your restaurants. Restaurants contact you first. Use this documentation to solve common questions, such as hours, menu, call forwarding, and POS connection.

Going live

Test the agent and turn call forwarding on or off.

Dashboard overview

Where each setting lives.

When to escalate to Maple

Escalate when you can’t solve the problem with the documentation, for example when:

• A POS integration doesn’t connect or orders don’t reach the kitchen.
• Calls aren’t reaching the agent after call forwarding is on.
• You see an unexpected charge or a plan problem.
• You need a change that only Maple can make, such as a phone number port.

If a restaurant needs to stop the agent right away, they can turn off call forwarding. See Need help for the steps.

What to send

Include enough detail that Maple can find the location quickly:

• The merchant name and the location name and address
• The location’s agent phone number
• What happened, when, and what you already tried
• A test call time, order, or screenshot, if you have one

How to contact Maple

Use the contact options on the Need help page. Partner escalations are handled by Maple partnerships. If you aren’t sure who to contact, use the email or chat there and say you are a partner.