Support explained
Framer provides varying levels of support depending on your plan. This article outlines the differences and explains how you can access the appropriate assistance.
Billing Support for Account-related issues
For account-related issues, such as failed payments or difficulty accessing your account, you can contact our Support Squad by emailing support@framer.com or visiting our contact page. Our dedicated team works around the clock to ensure your experience with Framer is seamless.
Support for Product issues
If your site plan is Free, Mini, Basic, Pro or Start-up, you can access support from our Product Experts. To get assistance:
Fill out our form, found on our contact page. Please provide as much detail as possible, as this will result in a faster resolution.
For code-related questions, create a ticket in the #developers channel within the Framer Community for support.
Premium support
If your site plan is Scale Up, we offer premium support for product issues. After you sign up, you'll get an email with our premium support email address.
We aim to provide 24/7 support with a first response time of no more than 24 hours. Please include as much information as possible to help us resolve your issue quickly.
Enterprise support
Enterprise support offers a tailored experience based on your contract. This includes direct access to our Product Specialist team and, when necessary, our Engineering team. Support is provided through platforms like Slack, Microsoft Teams, or email. Regardless of the platform you use, our unified messaging system ensures quick response times.
We offer different support tiers on Enterprise, with some tiers including custom onboarding and training and response SLAs. You will receive more information from your Account Manager during your onboarding on the Enterprise Plan.
What we cannot support
While we strive to provide comprehensive support—from login assistance to guidance on setting up large-scale CMS projects—there are certain limitations. We are unable to assist with:
Directly modifying projects for you.
Resolving code-related issues.
Providing support for third-party tools, such as components or plugins.
Response times
Depending on your plan, response times may vary. However, we always strive to be as fast as possible regardless. Take a look at our expectations below:
General Product Support - Up to 72 hours first response time.
Premium Support - Up to 24 hours first response time.
Enterprise - Custom time to first response (For the past 90 days, our median time to first response has remained under 10 minutes).