Hey All,
Does anyone have any suggestions for effectively getting support from Make? We are an enterprise customer and using make for some pretty integral system middleware usecases and it’s now happened a few times where we have a business ciritcal issue caused by Make’s back end and we have had a hard time getting any kind of quick support from Make and it has cost us as a business. I’m not sure what we’re missing, but curious if we’re missing something for getting urgent support when these kinds of issues arise.
Welcome to the Make community!
If you are an Enterprise customer, you should have around-the-clock “24/7 support” — that means even on weekends!
After all, you are paying for this level of service:
Not only that, you should have been assigned to a Technical Account Manager at Make, which should have already made contact with your organisation during the onboarding process.
For more information, please refer to the Service Level Agreement/s that you signed with Make — the minimum service level should be described there in further detail.
Alternatively, you can also use the Hire a Pro category to request for private assistance with Make partners and experts via video call/screenshare/private messaging/etc. This may help you get your issue resolved faster especially if it is urgent or contain sensitive information. It is important to post your request in the Hire a Pro category, as forum members are not allowed to advertise their services in other categories like here (even if it’s free/pro-bono assistance). Posting in the Hire a Pro category will allow other members to connect with you.
Alternatively, you can use the private messaging feature to directly reach out to other forum members. To do this, go to your profile, and click on the “New Message” button:
Hope this helps! Let me know if there are any further questions or issues.
— @samliew
P.S.: Investing some effort into the Make Academy will save you lots of time and frustration using Make.
Hey Same,
Unfortunately that’s not the service we’re receiving. It’s a bit of a treasure hunt to figure out the best way to get into contact with Make. On friday morning we submitted an issue and did not get any support until 9pm friday night, and then we heard our first follow up contact this morning (monday) saying they will be passing it on, so we have had a sitting issue on our account now 72+ hours. Our experience with make enterprise support has been extremely rough. That’s why I’m coming here is it feels like we’re doing something wrong or I’m missing some communication channel because we can’t get any urgency on this issue while we’re having to run flows manually.
We also have never been assigned a technical account manager. We have a financial account manager, and just a standard account manager, but we have no technical account manager and every time we have an issue we are told just to submit a ticket which takes a while to get answered. We have had positive communication with a value engineer, but even on that side we haven’t been able to get the help we need for this issue we are currently experiencing.
@Michaela could you assist with this please
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Hello @Logan_C, thanks for taking the time to reach out to the community.
We’ve connected with colleagues on the Customer Care team to look into this. From what we’re seeing on our end, all of your support tickets have been responded to within tens of minutes. That said, we definitely want to understand where expectations may not have been met.
If you’re still running into issues or if something slipped through the cracks, feel free to DM me directly so we can looker deeper into this and make sure you’re fully supported.
Thanks for your cooperation 
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Thanks for getting back to me Michaela!
Maybe we’re missing something, but the ticket we put in friday morning did not receive a response until late in the day and the only spots available for a meeting were saturday night. Thankfully a slot opened up on friday but it was still 14+ hours from the original ticket since the meeting was at 8pm. We’re still waiting on this issue though and are running processes manually as we there doesn’t seem to be answer for us yet on what the issue is. Is it possible y’all are sending messages that we aren’t seeing?
Hello again @Logan_C, I’m truly sorry to hear about the frustration caused by this situation.
Just to provide the latest context: the issue raised in your support ticket has been escalated to our development team, and Customer Care will follow up with you as soon as they receive any updates.
To your original point, the most effective way to receive support is through our Customer Care team. If at any point you feel the process isn’t meeting expectations, your Value Engineer is available to assist and help coordinate internally as needed.
Please note that the Make Community is a space for knowledge sharing and peer support. As such, it isn’t equipped to handle these kinds of issues, as we don’t have the tools, access, or permissions needed to look into account-specific matters or provide direct assistance.
Thank you for your understanding and your continued collaboration.
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Hi Michaela,
It’s been over a week and we still have no answer on the issue. Is there any way you can support in helping us find the resolution?
Did you try contacting your Value Engineer, as mentioned above by Michaela?
I did, we are continuing to reach out to every contact source we have because we are getting no answers on the issue.
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Hey @Logan_C
We are sorry for the inconvenience and concern caused by this situation.
Please rest assured that this issue has been escalated to our development team, who are currently investigating it further.
Our Customer Care team will let you know via the created ticket as soon as they have more updates from the devs.
Thank you for your patience and understanding