> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.

# Support and escalation

> How partner support works, and what to send Maple when you escalate.

## 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](https://docs.maple.inc/going-live.md): Test the agent and turn call forwarding on or off.
- [Dashboard overview](https://docs.maple.inc/dashboard-overview.md): 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](https://docs.maple.inc/need-help.md) 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](https://docs.maple.inc/need-help.md) 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.