> For the complete documentation index, see [llms.txt](https://docs.foretellreality.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.foretellreality.com/troubleshooting/customer-support.md).

# Customer Support

* ### Email: <support@foretellreality.com>
* ### **Support Hours: Monday - Friday 10 AM to 6 PM EST**

## Foretell Reality’s Support Protocol&#x20;

### Outbound Support:&#x20;

* Foretell Reality will initiate an outbound email to a predefined distribution list of client focal points in case a critical error within our or integrated systems is discovered. A critical error is one that hampers the smooth functioning of the Foretell Reality solution.
* Email will include the description of the problem, actions we are taking to fix the problem, and mitigating actions the client should consider to address the problem.
* Examples of potential errors the Foretell team will notify you of include:
  * Meta account issues or Oculus OS problems
  * Foretell server downtime
  * Software malfunction in Foretell Reality
  * Unexpected Meta Quest or Pico hardware issues
  * Additional developing news reported by industry outlets

### Inbound Standard Support:

* For any support related inquiry please use our support email address: [support@foretellreality.com](mailto:support@foretellreality.co)&#x20;
* Business hours: 10 AM to 6 PM EST, Monday to Friday excluding US holidays.
* Email Response Time: 24 hours during business days
* ### In case of critical incidents resulting in complete service outage or significant feature dysfunction affecting users, promptly notify the dedicated Foretell support team via email or phone.

### Escalation Procedure

1. If there's a service outage or user-impacting issue, contact Foretell Reality promptly using the provided contact information for an immediate response.&#x20;
2. We ask that you follow up with as much information as possible for example:
   * Problem description, including context
   * Meeting room details
   * Time of incident
   * Number of attendees and affected users
   * Headset device details
   * WiFi status
   * Who to contact on the client side, including emails and / or phone numbers
3. The email inbox is monitored by four Foretell Reality team members.&#x20;
4. Once received, a dedicated support engineer will investigate the issue.

### Post Incident Resolution

* Upon receiving a report, a Foretell Reality team member will promptly get in touch to gather additional information.
* If possible, we would speak directly with the end-users who experienced the issues in order to investigate the root cause and understand what solution can be taken as well as what can be done for future mitigation

### Additional Measures

* On demand Support: Upon request, clients can reserve a support technician with a week’s notice to provide real-time support either on standby or in-session. Such service may require payment.
* Continuous Software Updates: Foretell releases ongoing software updates based on our internal testing, user feedback, new development, and incident learning to prevent future occurrences.