Hi @Michael_Carpenter. My name is Bruno and I’m one of our Customer Care team leads here at Make.
While the reply to this post feels a bit unnecessary at least in its wording, your original questions are perfect valid and I’ll address them shortly.
However, I’d just like to mention that this community forum is intended as a Maker to Maker space, and people from our team are not always active here, and we certainly don’t see every post. The community is focused on discussing ideas and challenges with other Makers, not with our internal team, so the best way to reach out to us at Make directly in the future is by contacting our Care team. This ensures you wait less to get your answers, and that the appropriate people can help you, so that your time and ours is more effectively put to use!
1. Quite simply, the difference is in how we prioritize getting back to you. The higher the priority, the faster you get a reply. This doesn’t always translates directly to bugs—for example, while we also do our best to prioritize higher priority customers there, issues that have straightforward workarounds are not as high priority as issues that don’t, and issues affecting more customers will be prioritized over issues affecting one or a handful.
2+3. That depends. Most apps were built by Make, and we are responsible for maintaining them. However, some apps are developed by external teams or individuals, and approved by Make. In those cases, it’s the external developer’s responsibility to maintain them. You can also create your own Custom Apps if you’re interested! In short, whoever creates the app is responsible for it, but we do have technology partners that cooperate more closely on maintaining apps available in Make. Other apps, developed by partners, are also available as add-ons and those are exclusively those partners’ responsibility.
4. This is very broad and I cannot give you an exact example. Any addition of capabilities is a feature request that needs to be submitted here, while any issue with the existing capabilities of an app or Make itself are bugs and are addressed as such. In short, adding stuff = feature request; broken stuff = bug. In most cases, at least when dealing with apps, the “Make an API call” modules are readily available for you to extend the functionality that’s missing on a module. If not, we also have the HTTP modules that are even more flexible.
5. We only provide call support to our Enterprise customers, and only if that is absolutely necessary as it’s a considerable effort. Other than that, we currently provide email support exclusively. We also record video messages when deemed necessary and can guide you on achieving your goals, but implementing scenarios on your behalf is beyond the scope of our support team. If you’re not happy with our reply, please reply to the ticket again specifying how we can assist you, and we’ll be glad to do so. If you work with us, we can do our best, but if we don’t hear back from you, we won’t know you need more help.
I hope this clarifies your doubts regarding the above points. As an addition, I’d like to point out that I might not notice additional replies for a while, as I myself am not as active here as I’d like to be, so don’t hesitate to get in touch with our Care team directly by opening a ticket should you need more help or have any lingering doubts.
Have a nice one!
