Here at Netlify, we have the joy, every day, of working with a fantastic team of people dedicated to designing and building some of the world’s most useful development tools. Together, we go to great lengths to make our products secure, stable, and easy to use – to the extent that most of our customers never need to ask for help! That said, we are equally proud of the team and efforts that go into supporting our customers when they do have questions, or things don’t go quite as smoothly as expected – and felt like it was time to give people a little more insight into how we Support at Netlify.
How do I get support when I need it?
Have a problem with our service? Need to ask a question? Here are some tips from us to get the best help you need, when you need it.
1.) Follow NetlifyStatus on Twitter.
If you are on twitter, we recommend you follow @NetlifyStatus to get realtime information on outages or known issues with our service. If we are experiencing problems, we will tweet updates from that account.
2.) Check our status page. If you can’t access twitter or don’t use it, check our status page if it seems like we might be experiencing problems. Head to netlifystatus.com, which will always contain the most up-to-date information we have available on any issues with our services or 3rd party integrations we rely, on such as GitHub.
3.) Head to Community
If you are trying to fix a problem or get answers to a specific problem you are facing, your best bet is to head to our Community forums, as they are always busy and active – 24 hours a day! Staffed by support engineers and enthusiastic community members, it’s very likely that someone else has seen your question before or has an answer for you already. We also have Common Issues – in-depth guides that explain our most frequent problems come up. Check out a list of those Common Issues here, or include the term “Common Issue” when you search Community.
If you ask a new question, please provide as much information as possible – see below for tips on how to get the best help. The Support team is active in Community, and works with volunteers to ensure even your trickiest questions get responses.
4.) Stop by the Helpdesk
If you are a member of a paid team, you also have the option of heading to the Helpdesk at netlify.com/support, where your question will be answered by one of our support engineers. Please ensure that you make your request with the email that is associated with your paid team so your request gets routed correctly.
Who you gonna call? Teams Support & Community!
Meet some of the members of Support & Community teams! When something goes wrong or interference happens, it is very likely you’ll get help from will be one of our Support Engineers or our Community Manager who will be helping you out. We answer questions for our Starter Tier members in our Community forums, send status updates via the Netlify Support Twitter, and solve problems for customers who are members of paid teams in the Support Helpdesk.
Interacting with the Support team, you’ll likely get to know the following core Support team members:
Chris “fool” McCraw – Head of Support. A veteran of Support operations at companies such as New Relic, Jama, and more, he is an expert in debugging complex technical issues, and always acting as a champion for our customers. Fool is also known for his self-deprecating humor – hence the nickname ;)
Perry Eising – Head of Community. Perry oversees Community, our support forum, where our free tier customers can get answers from community members and staff alike. They have a background in both development and technical training, and care a lot about making our forums inclusive and new-user friendly. :)
Gerald Onyango – Support Developer. Gerald has deep technical knowledge, which he parlays into responding to tricky customer questions and developing solutions. Gerald doesn’t just report bugs – he also fixes them, and makes sure our products keep getting better. Builds tools!
Laura Jodz – Support Engineer and Project Manager. Laura assists customers of all sizes with a variety of issues, and specializes in resolving sometimes complex billing and payment issues. Next to being a technical expert, she also serves as a project manager and liaison between the Support team and other parts of the company.
Dennis Padiernos – Support Engineer. Dennis has a proven track record in resolving complex issues for some of our most longstanding clients. A natural problem solver, you can also find Dennis helping free tier customers in Community.
Luke Lawson – Support Engineer. Luke is also a veteran of support – having worked with Chris at New Relic prior to joining Netlify. You can find Luke working with clients of all shapes and sizes, and contributing new articles to our Community forum.
We’re growing our team! Do you enjoy solving problems and helping people? Have technical experience, and looking to grow into a product expert for Netlify? Consider applying! We are currently hiring friendly, communicative folks from a variety of backgrounds for Support Engineer roles.
Another word about Community
We all have something to contribute! Community thrives due to the commitment and participation from everyone. While Netlify has previously provided support to non-paying customers in our helpdesk, we have recently changed our approach and are excited to multiply our efforts by encouraging more participation in our public forums. Starter Level customers users will still get staff assistance in Community — usually within two business days, the same as we’ve previously provided in the help desk. That said, we know the wider developer community is full of knowledgeable, helpful people with expertise to share – the more people contribute in our forums, the quicker help will be available with less average wait times.
We do know that participating in public can be intimidating to new technologists – we hope you will join in to make Community welcoming to all Netlify fans!
What information do I provide to get the best help?
As much as possible! See this post for a detailed guide – but, in short, when you post in the Community, please make sure you mention any error messages, provide any build logs, outline anything you have tried to fix the issue, as well as providing your best guess as to what is causing the problem. The less questions community members or staff need to ask to get you help, the better.
I got the help I needed- how can I give back?
Great! Seems like you had the experience you were hoping for. If you fix your own problem, please share your solution for other members. If you have an answer to someone else’s problem, please stick around to tell them what they might try! Community works best if we all participate.
Of course, we always hope you won’t need us – but if you do, know that we are here for you 24x7 with answers, support, and help.