Markup AI Support Policy

Support Channels

Markup AI Community

For fast and effective support, please post all questions as topics in the Markup AI Community. This approach allows all customers to benefit from shared knowledge and enables our support team to prioritize issues that affect everyone. If you are unable to access the Markup AI Community or have difficulty submitting a topic, please contact us at support[at]markup.ai for assistance.

Support Tickets

Should a Markup AI support engineer determine that a community post necessitates escalation beyond the community for in-depth troubleshooting, a direct support ticket may be initiated.

Gaining access to the Markup AI Community

The Markup AI Community is accessible as part of your login to the Markup AI console. Users must be signed in to the Markup AI Console before creating or replying to a post in the community.

How to get efficient support from the community

When submitting a community post, please include the following details when possible:

• Workflow ID

• Integration used (if applicable)

• Exact API call made (if applicable)

• Any error or log messages received

• Date and time the issue occurred (for log review)

• Steps taken to reproduce the issue

• Troubleshooting steps already attempted

• A comparison of expected vs. actual behavior

Copying and pasting text preferred over screenshots

We encourage users to copy and paste error messages or logs as text directly into community topics instead of using screenshots. This practice improves searchability and helps group related topics.

Transferring secure information via encrypted channels

Confidential information such as API tokens and sensitive attachments should not be included in your community topic. Please send us a secure message file transfer and include the link to your post in the message when submitting secure files.

Each issue should be a separate post

To ensure each problem is tracked and addressed properly, please submit a separate community topic for each unrelated issue or question you have. We handle a single issue or question within a single community topic.

Mark topics as “solved” once you have a solution

After a solution has been provided, please mark the community topic as “solved.” This helps other users quickly find the solution without reviewing the entire thread.

Sanitize data before posting

This is a public forum, so please avoid sharing sensitive information such as credentials, passwords, or API tokens.

Modification

Subject to the provisions herein, Markup AI reserves the right to amend, modify, or update this policy at any time in its sole discretion.