> ## 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. Test the agent and turn call forwarding on or off. 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](/need-help) 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](/need-help) 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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.