We're here to help
We strive to provide our customers with the highest quality all the time. If you have any questions or concerns, we provide a variety of channels to communicate directly with our team, no bots here!
We're constantly creating new user guides and developer docs to support our users. We also manage the Builder Forum, where our community of users and our team collaborate on best practices, new feature ideas, and much more.
How to reach us
- For account or permissions questions, use our live-chat widget embedded on most Builder pages.
- For general how-to questions, we have an extensive knowledge base and forum to ask questions or view posts from our community.
- For bugs or non-blocking issues reach out to us on the forum.
- For urgent issues, reach out on our live-chat widget.
Information to include
Whether you're posting to the forum, emailing us, or sending a chat, the more information you provide us the better. Some suggestions of things to include in your message:
- Clear description of the question / issue you have
- Link to the relevant Builder page
- Any error message you are seeing
- Describe what you did / tried to
- Attach screenshots if available
Types of support provided
Free Subscription Plan Customers
Standard (free) users can often receive help by posting in our community forum. We also have a variety of existing documentation that might help you answer your questions. Upgrade to a paid plan to also get access to email and chat support from within your Builder account.
Small & Large Subscription Plan Customers
In addition to email and forum, small and large customers can get in touch with Builder support through chat in your Builder account. Support is available from 8AM - 5PM Monday - Friday pacific time.
While we will try to help answer your questions as soon as possible, we cannot provide code-level support via chat or email. If you need this type of assistance please post in our community forum.
👉NOTE: We do not offer video/phone support and cannot guarantee response or resolutions times unless you are an enterprise customer
Enterprise customers
We provide premium support to Enterprise customers, including ticket queue priority and SLA response times. A Solutions Architect may be available to help with code-level issues. If you're interested in learning more about our Enterprise offerings, please email us at sales@builder.io.
Severity Classifications
Urgent
Builder application is unavailable. No workaround available.
Live Chat
High
Partial product downtime, code functionality not available, or significantly degraded application performance. No workaround available.
Live Chat
Medium
Non-critical loss or impact to the Builder product or application. Workaround available.
