Last Updated: June 17, 2025
At Gadget, we’re committed to providing exceptional support to help you get the most out of our product. This Support Policy outlines the services, channels, and response times we offer to customers.
We reserve the right to modify this policy at any time. When changes are made, we will:
- Update the “Last Updated” date at the top of this document.
- Notify affected customers of significant changes via email or in-app notification at least 7 days prior to the effective date, when applicable.
We encourage you to review this policy periodically to stay informed about how we deliver support.
Please Read
We expect all Gadget users to:
- Our business hours - unless otherwise posted:
- Monday - Friday - 9am - 5pm (Eastern Time, Ottawa, Canada)
- Please don’t:
- @ mention any Gadget employees (unless the issue is an emergency or you’ve not received any acknowledgement of your message within 24 hrs)
- Please do:
- Be curious and respectful with our team
- Research possible resolutions, review available docs and explore any other relevant resources
- When initially posting an issue, please provide as much context into the issue you are facing. Posts should include as much detail as possible, including:
- Gadget App URL
- Environment
- Screenshots and trace IDs
- Expected outcomes
- Attempted resolution(s) and links to consulted documentation
- Any other context/steps taken to try and resolve the issue
- The goal with this information is to help our team recreate or deeply understand the issue as quickly as possible so that we can deliver both more timely and more detailed support.
- These posts will be turned into Discord threads to better facilitate back-and-forth communication.
Support Policy
As a valued user and customer of Gadget, we are pleased to support you in the following manners:
| Plan Tier |
Hobby |
| Support Channel |
Public Discord |
| Description |
For all technical support questions, we encourage all Gadget users to post in the relevant channel in our Discord community.
This allows everyone to benefit from shared questions, answers, and insights—helping the whole community learn and grow together.
Our team actively monitors these channels and may respond directly or point to relevant documentation.
Here are the most common channels and what they are used for:
#help - Assistance for building in Gadget
#feedback - Request features
#bugs - For Gadget platform bugs
|
| Plan Tier |
Pro / Custom |
| Support Channel |
Public Discord |
| Description |
See the tier above.
Additionally, for eligible custom dev agencies on a Pro or Custom plan, we are pleased to offer additional support for you and your team in the following manner (via our Partner Program):
- FREE onboarding - get your entire team up-to-speed with Gadget quickly.
- up-to 2 hours of pair programming - where we coach + optimize code alongside you.
- 20% LIFETIME revenue share on client referrals
- Gadget Experts - for inbound project referrals
- other opportunities to collaborate - sponsorship, case studies, co-marketing and more!
If there are any other opportunities to collaborate or work with your team, please don’t hesitate to reach out directly to partners@gadget.dev.
|
| Plan Tier |
Agency |
| Support Channel |
Private Discord |
| Description |
All Technical support should be directed to:
- Discord - Private channel
- reply time is based on severity score below
- Video calls
- available on-request, based on availability
The private Discord channel is intended for technical discussions, product support, and peer-to-peer collaboration.
To help maintain this, we ask that all business, sales, or partnership inquiries be directed to partners@gadget.dev with the request and you’ll receive a response within 24 hours.
|
| Plan Tier |
Enterprise |
| Description |
Customers on our Enterprise plan receive:
- Priority response times
- Quarterly support reviews
- Custom SLA agreements
All Enterprise plans are negotiated based on your unique needs. Please contact us directly (partners@gadget.dev) for more information.
|
Scope of support
We’re happy to help with:
- General platform questions and troubleshooting
- Clarifying any features and functionality
- Offering coaching/best practices tips
- Account and billing questions
What’s not covered:
- Custom development (unless otherwise agreed to)
- Debugging (beyond basic troubleshooting or reproduction of errors, we expect your team to undertake any efforts required to implement and resolve issues)
If you require additional support beyond this, please reach out to partners@gadget.dev to discuss a custom support plan.
If there is reasonable cause to escalate a specific issue, please see the following section.
Severity score
We respond to support requests within our standard business hours:
| Severity |
Examples |
Initial Response Time |
| P1 - Critical |
Platform bug that affects production |
Within 3-8 hours |
| P2 - High |
Platform bug that affects development but has a workaround available |
Within 8 hours |
| P3 - Medium |
User created bug that affects production |
Up to 24 hours |
| P4 - Low |
General questions/user created bugs in development |
Up to 48 hours |
Please note: Support requests are prioritized based on severity. While we aim to respond promptly, requests may be placed in a queue during periods of high volume. Our team will triage and re-prioritize as needed to ensure the most critical issues are addressed first.
Escalation policy
We strive to resolve every issue efficiently and to your satisfaction. If at any point you feel that a request isn’t being handled appropriately or requires urgent attention beyond the standard process, you can escalate the matter.
How to Escalate:
- Step 1: Email partners@gadget.dev - include the word “Escalation” in the subject - please include link to Discord thread / issue faced
- Step 2: Our team will review the case and respond within 1 business day with next steps and a plan of action for resolution
Escalated cases are prioritized and may involve cross-functional teams to ensure timely resolution. If your issue is covered by an SLA, it will follow the escalation paths defined in your agreement.
Additional resources
In addition to our Gadget Docs, the following resources may be helpful:
Shopify
BigCommerce
