Add support FAQ documentation

[AnthonyRonning]

Document common user questions and suggested responses for support agents.

This FAQ helps AI agents and support staff respond consistently to common questions about:

• Billing & payments (cancellation, Bitcoin, refunds, plan differences)
• Features & file uploads (supported formats, PDF troubleshooting, RAG)
• Chat history & data (export, sync, tagging)
• Security & privacy (MFA, encryption, data training)
• Platform & downloads (open source, platforms, beta programs)
• AI models (available models, closed-source policy, image generation)
• API access

Created based on real support email patterns.

Summary by CodeRabbit

Release Notes

• Documentation
  • Enhanced FAQ with subscription cancellation guidance for Stripe subscriptions
  • Added Bitcoin monthly payment and refund policy details for prepaid annual plans
  • Expanded Plans section with comprehensive comparison of Free, Pro, Max, Team, and Enterprise tiers
  • Clarified limitations on closed-source AI models and image generation support

_{✏️ Tip: You can customize this high-level summary in your review settings.}

[coderabbitai]

📝 Walkthrough

Walkthrough

This pull request adds multiple new FAQ entries to the support documentation, covering subscription cancellation via Stripe, Bitcoin payment options, plan tier comparisons, and clarifications on unsupported AI model types and image generation capabilities.

Changes

Cohort / File(s)	Summary
Billing & Payments Updates docs/support-faq.md	Added Stripe subscription cancellation procedure with Stripe-only limitation note; added Bitcoin monthly payment option referencing Zaprite integration; added prepaid annual plan refund policy clarification
Plans Section Expansion docs/support-faq.md	Added comprehensive FAQ comparing Free, Pro, Max, Team, and Enterprise plan features and pricing tiers
AI Models Clarifications docs/support-faq.md	Added FAQ entries explaining lack of closed-source model support due to end-to-end encryption requirements and confirming no image generation feature availability

Estimated code review effort

🎯 2 (Simple) | ⏱️ ~10 minutes

Poem

🐰 A hop through FAQ pages new,
Where Stripe and Bitcoin take their cue,
Plans shine bright from Free to Team,
While E2E protects the dream,
Documentation hops right through! 🌟

Pre-merge checks

✅ Passed checks (2 passed)

Check name	Status	Explanation
Description Check	✅ Passed	Check skipped - CodeRabbit’s high-level summary is enabled.
Title check	✅ Passed	The title 'Add support FAQ documentation' directly and clearly summarizes the main change—adding FAQ documentation to the support system. It is concise, specific, and accurately reflects the primary purpose of the changeset.

---

📜 Recent review details

Configuration used: Organization UI

Review profile: CHILL

Plan: Pro

📥 Commits

Reviewing files that changed from the base of the PR and between 7b6e95c and 0316ae5.

📒 Files selected for processing (1)

• docs/support-faq.md

⏰ Context from checks skipped due to timeout of 90000ms. You can increase the timeout in your CodeRabbit configuration to a maximum of 15 minutes (900000ms). (6)

• GitHub Check: Greptile Review
• GitHub Check: build-android
• GitHub Check: build-macos (universal-apple-darwin)
• GitHub Check: build-ios
• GitHub Check: build-linux
• GitHub Check: Cloudflare Pages

🔇 Additional comments (7)

docs/support-faq.md (7)

216-220: Verify current AI model availability and data transmission claims.

The FAQ lists specific models (Llama 3.3 70B, Gemma 3 27B, Qwen3-VL 30B, DeepSeek R1 671B, Kimi K2, GPT-OSS 120B, Qwen3 Coder 480B) and makes the critical claim that "None of your data is transmitted to model providers - everything stays within secure enclaves." This is a key differentiator and privacy guarantee.

Please verify:

1. These model names and availability are current
2. The claim about data staying within secure enclaves is accurate and supported by the actual implementation
3. That all referenced models truly run entirely within the system (not calling external APIs)

You can verify this by checking the ModelSelector component referenced on line 223 and confirming the data flow in the backend model serving code.

---

159-159: Verify end-to-end encryption and data privacy claims.

The FAQ makes several strong claims about privacy and data protection:

• Line 159: "Encrypted end-to-end" with "private key that encrypts your chats and AI responses"
• Line 169: "Data cannot be used for training by any company"
• Line 220: Data stays within secure enclaves
• Line 229-231: Closed-source models not supported because "data never leaves our private infrastructure"

These claims are fundamental to Maple's value proposition and likely affect user trust and purchasing decisions.

Please confirm these claims are:

1. Accurately reflected in the actual system architecture
2. Enforceable (e.g., is there code preventing external data transmission?)
3. Consistent with any privacy/security audits or certifications
4. Supported by the referenced pages (/frontend/src/routes/proof.tsx, /frontend/src/components/Marketing.tsx)

Also applies to: 169-169, 220-220, 229-231

---

245-245: Clarify API availability across all plan tiers.

Line 245 states API is "available on Pro, Max, and Team plans" but doesn't mention whether Enterprise plan users also have API access. For a paid Enterprise tier, this could be an important capability.

Please confirm:

1. Whether Enterprise plan includes API access (likely yes, but worth verifying)
2. If API access differs by plan (e.g., rate limits, model availability), this should be documented
3. Update the FAQ if Enterprise should be included

---

9-52: Excellent addition of billing clarity—well-structured and consistent.

The Billing & Payments section now provides clear, actionable guidance on subscription management, payment options, and refund policies. The key decisions are well-explained:

• Cancellation is straightforward (Stripe portal)
• Bitcoin/yearly prepaid model is clearly communicated with consistent non-refund policy
• Plan tier comparison gives users a quick reference without unnecessary detail

The references to code components and config files are helpful for support team verification. One minor note: Lines 26 and 36 state "no refunds for unused months on prepaid annual plans" which repeats the Bitcoin limitation—this is consistent but could benefit from the upcoming RAG/tagging features to help support agents quickly surface related answers.

---

227-232: Security-focused explanation of closed-source model restriction is clear and credible.

The answer on line 227-232 effectively communicates why closed-source models (Grok, ChatGPT, Claude) cannot be supported. Tying it directly to the end-to-end encryption guarantee and private infrastructure constraint is the right approach—it frames the limitation as a deliberate security feature rather than a capability gap.

This answer should satisfy technically-minded users and help support agents confidently handle requests for popular closed-source models.

---

235-238: Direct answer on image generation is appropriate.

The short, definitive answer ("No, we don't support image generation and have no plans to add it") is appropriate for a feature that is clearly out of scope. It's direct without being dismissive, and closing the door on future plans avoids the common FAQ trap of vague "we'll consider it" responses.

---

1-262: Overall: Well-structured FAQ that reflects real support patterns—good documentation asset for the team.

Strengths:

• Clear Q&A format with consistent structure
• Good use of references to code files, issues, and external links for verification
• Realistic scope: acknowledges current limitations (RAG, tagging, chat editing) without over-promising
• Helpful distinction between current state ("Not currently available"), planned work, and ideas
• Response guidelines at the end set good norms for tone and accuracy

The FAQ appears to be based on real support patterns as stated in the PR objectives, which makes it more valuable than speculation. This will serve support agents (human and AI) well.

Minor observations:

• Some sections reference issues (e.g., Export/download chat history #353, Pinned chats #348, Edit and resubmit prompts #356) which helps track feature requests, but ensure these issue numbers are valid and linked correctly
• The hardcoded model names and pricing may need periodic updates as the product evolves—consider tagging this file for quarterly review

---

_{Comment @coderabbitai help to get the list of available commands and usage tips.}

[cloudflare-workers-and-pages]

Deploying maple with    Cloudflare Pages

Latest commit:	0316ae5
Status:	✅  Deploy successful!
Preview URL:	https://955ce783.maple-ca8.pages.dev
Branch Preview URL:	https://docs-support-faq.maple-ca8.pages.dev

View logs

[greptile-apps]

Greptile Summary

Added three new FAQ entries to the support documentation:

• Subscription cancellation: Step-by-step instructions for Stripe users to cancel via account menu, with clear note about Bitcoin/Zaprite yearly plans being non-refundable
• Closed-source model policy: Explains why Grok/ChatGPT/Claude cannot be added due to end-to-end encryption requirements
• Image generation: Brief statement declining image generation support

All entries follow the established FAQ format with structured answers, relevant notes, and accurate code references. The additions align with the repository's documentation standards and provide clear, concise responses for support agents.

Confidence Score: 5/5

• This PR is completely safe to merge with zero risk
• Documentation-only changes with no code modifications - adds helpful FAQ entries with accurate file references and clear, concise responses following established patterns
• No files require special attention

Important Files Changed

Filename	Overview
docs/support-faq.md	Added comprehensive FAQ entries covering subscription cancellation, closed-source model policy, and image generation - all entries are well-structured with accurate code references

Sequence Diagram

sequenceDiagram
    participant User
    participant SupportAgent
    participant FAQ as support-faq.md
    participant Code as Codebase References
    
    User->>SupportAgent: Ask about subscription cancellation
    SupportAgent->>FAQ: Check FAQ entry
    FAQ->>Code: Reference AccountMenu.tsx
    Code-->>FAQ: Verify implementation exists
    FAQ-->>SupportAgent: Provide step-by-step answer
    SupportAgent-->>User: Explain cancellation process
    
    User->>SupportAgent: Request closed-source model (Claude/GPT)
    SupportAgent->>FAQ: Check closed-source policy
    FAQ-->>SupportAgent: Provide encryption rationale
    SupportAgent-->>User: Explain why not supported
    
    User->>SupportAgent: Ask about image generation
    SupportAgent->>FAQ: Check image generation entry
    FAQ-->>SupportAgent: Provide clear "no" answer
    SupportAgent-->>User: Communicate feature status

Loading