📞Customer Support

• Email: [email protected]

• Support Hours: Monday - Friday 10 AM to 6 PM EST

Foretell Reality’s Support Protocol

Outbound Support:

• 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: [email protected]

• 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.

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.

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.