> ## Documentation Index
> Fetch the complete documentation index at: https://docs.optiverse.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Support

> Get help from our support team when you need assistance

When you need personalized assistance or encounter issues not covered in our documentation, our support team is here to help. Choose from multiple contact methods based on your needs and urgency.

## Support Channels

<CardGroup cols={3}>
  <Card title="Live Chat" icon="message">
    **Instant Support**

    * Available 24/7
    * Real-time assistance
    * Screen sharing available
    * Technical specialists

    **Best For:**

    * Urgent technical issues
    * Quick feature questions
    * Live troubleshooting
    * Immediate guidance
  </Card>

  <Card title="Email Support" icon="envelope">
    **Detailed Assistance**

    * Response within 4 hours
    * Detailed troubleshooting
    * File attachments supported
    * Follow-up tracking

    **Best For:**

    * Complex technical issues
    * Account and billing questions
    * Feature requests
    * Bug reports with logs
  </Card>

  <Card title="Phone Support" icon="phone">
    **Personal Touch**

    * Business hours support
    * Direct specialist access
    * Conference call setup
    * Enterprise escalation

    **Best For:**

    * Critical system issues
    * Enterprise customers
    * Complex integrations
    * Training sessions
  </Card>
</CardGroup>

## How to Get Help Fast

### Before You Contact Us

<Warning>
  **Preparation Saves Time**: Having the right information ready can reduce resolution time by up to 70%.
</Warning>

<Steps>
  <Step title="Gather Information">
    **Essential Details to Collect:**

    ```
    📋 Basic Information:
    - Your Optiverse account email
    - Organization name
    - Subscription plan level
    - Time zone for scheduling calls

    🔍 Issue Details:
    - Exact error messages (screenshots help!)
    - Meeting ID or URL where issue occurred
    - Steps you took before the issue
    - Browser/device information
    - Time and date when issue started
    ```
  </Step>

  <Step title="Try Self-Service First">
    **Quick Resolution Options:**

    * Check our [Common Issues guide](/optiverse/support/common-issues)
    * Search the knowledge base
    * Review recent system status updates
    * Try basic troubleshooting steps
  </Step>

  <Step title="Document the Issue">
    **Help Us Help You:**

    * Take screenshots of error messages
    * Note the exact steps to reproduce the issue
    * List what you've already tried
    * Identify if this affects multiple users
  </Step>
</Steps>

## Live Chat Support

### Starting a Chat Session

<Tabs>
  <Tab title="From Dashboard">
    **In-App Chat**

    1. Click the chat icon in the bottom-right corner
    2. Choose your issue category
    3. Provide brief description
    4. Connect with a specialist

    <img src="https://mintlify.s3.us-west-1.amazonaws.com/optiverse/images/support/live-chat-dashboard.png" alt="Live Chat from Dashboard" />
  </Tab>

  <Tab title="From Website">
    **Website Chat**

    1. Visit optiverse.com/support
    2. Click "Start Live Chat"
    3. Provide contact information
    4. Describe your issue

    **Available 24/7** - Always someone ready to help
  </Tab>
</Tabs>

### Chat Features

<CardGroup cols={2}>
  <Card title="Screen Sharing" icon="desktop">
    **Visual Assistance**

    * Share your screen with specialists
    * Get guided walkthrough
    * Real-time problem solving
    * See solutions demonstrated
  </Card>

  <Card title="File Transfer" icon="file">
    **Share Information**

    * Upload screenshots
    * Send error logs
    * Share configuration files
    * Provide sample data
  </Card>
</CardGroup>

### Chat Etiquette

<Accordion>
  <AccordionItem title="Best Practices">
    **For Efficient Support:**

    * Start with a clear problem statement
    * Share relevant details upfront
    * Be patient during troubleshooting
    * Follow specialist instructions step-by-step
    * Confirm when issues are resolved
  </AccordionItem>

  <AccordionItem title="What to Avoid">
    **To Speed Resolution:**

    * Don't provide multiple issues in one chat
    * Avoid vague descriptions like "it's broken"
    * Don't multitask during screen sharing
    * Avoid sharing sensitive data unnecessarily
  </AccordionItem>
</Accordion>

## Email Support

### Creating Effective Support Tickets

<Steps>
  <Step title="Choose the Right Subject">
    **Clear Subject Lines:**

    ```
    ✅ Good: "HubSpot integration not syncing meeting notes"
    ❌ Poor: "Help me"

    ✅ Good: "Meeting transcription missing for meeting ID 12345"
    ❌ Poor: "Transcription broken"

    ✅ Good: "Unable to export meeting data to PDF format"
    ❌ Poor: "Export not working"
    ```
  </Step>

  <Step title="Structure Your Message">
    **Email Template:**

    ```
    Subject: [Clear description of issue]

    Hi Optiverse Support Team,

    ISSUE SUMMARY:
    [Brief description of what's happening]

    STEPS TO REPRODUCE:
    1. [First step]
    2. [Second step]
    3. [Issue occurs here]

    EXPECTED BEHAVIOR:
    [What should happen]

    ACTUAL BEHAVIOR:
    [What actually happens]

    ENVIRONMENT:
    - Browser: [Chrome 91, Firefox 89, etc.]
    - Operating System: [Windows 10, macOS 11, etc.]
    - Meeting Platform: [Google Meet, Zoom, etc.]
    - Account Type: [Free, Pro, Enterprise]

    ADDITIONAL INFORMATION:
    [Screenshots, error messages, logs]

    Thank you for your help!
    [Your Name]
    ```
  </Step>

  <Step title="Include Attachments">
    **Helpful Files:**

    * Screenshots of error messages
    * Browser console logs
    * Meeting export files (if relevant)
    * Configuration screenshots
    * Network trace files (for connection issues)
  </Step>
</Steps>

### Email Response Times

<CardGroup cols={4}>
  <Card title="Critical" icon="exclamation-triangle">
    **System Down**

    * Response: 1 hour
    * Resolution: 4 hours
    * Status updates: Every hour
    * Weekend coverage: Yes
  </Card>

  <Card title="High" icon="warning">
    **Major Features Broken**

    * Response: 4 hours
    * Resolution: 24 hours
    * Status updates: Every 4 hours
    * Weekend coverage: Limited
  </Card>

  <Card title="Medium" icon="info">
    **General Issues**

    * Response: 8 hours
    * Resolution: 72 hours
    * Status updates: Daily
    * Weekend coverage: No
  </Card>

  <Card title="Low" icon="question">
    **Questions & Requests**

    * Response: 24 hours
    * Resolution: 1 week
    * Status updates: As needed
    * Weekend coverage: No
  </Card>
</CardGroup>

## Phone Support

### When to Call

<Warning>
  **Phone Support Priority**: Phone support is reserved for urgent issues and enterprise customers. For general questions, live chat or email are more efficient.
</Warning>

**Appropriate for Phone Support:**

* System outages affecting business operations
* Critical integration failures
* Security-related concerns
* Enterprise account issues
* Complex technical implementations

### Phone Support Hours

<Tabs>
  <Tab title="Business Hours">
    **Standard Support**

    * **US/Canada**: 6 AM - 8 PM PST
    * **Europe**: 8 AM - 6 PM CET
    * **Asia-Pacific**: 9 AM - 5 PM JST
    * **Languages**: English, Spanish, French, German
  </Tab>

  <Tab title="Emergency Support">
    **Critical Issues Only**

    * Available 24/7 for Enterprise customers
    * System outages and security issues
    * Escalation from other support channels
    * Additional charges may apply
  </Tab>
</Tabs>

### Preparing for Your Call

<Steps>
  <Step title="Schedule Ahead">
    **Book Your Call**

    * Use online calendar booking
    * Provide preliminary issue description
    * Choose appropriate time slot
    * Confirm time zone
  </Step>

  <Step title="Have Information Ready">
    **Call Preparation Checklist:**

    * [ ] Account information and meeting IDs
    * [ ] Error messages and screenshots
    * [ ] Steps that reproduce the issue
    * [ ] Computer access for troubleshooting
    * [ ] List of integrations in use
  </Step>

  <Step title="Set Up Environment">
    **Technical Requirements:**

    * Quiet environment for clear communication
    * Access to the computer with the issue
    * Reliable phone or video connection
    * Screen sharing capability if needed
  </Step>
</Steps>

## Enterprise Support

### Dedicated Support Features

<CardGroup cols={2}>
  <Card title="Account Manager" icon="user-tie">
    **Personal Relationship**

    * Dedicated customer success manager
    * Regular check-ins and reviews
    * Proactive account monitoring
    * Direct escalation path
  </Card>

  <Card title="Priority Support" icon="star">
    **Enhanced Service Levels**

    * 99.9% uptime SLA
    * 1-hour response guarantee
    * 24/7 phone support
    * Dedicated support queue
  </Card>
</CardGroup>

### Enterprise Escalation Process

<Steps>
  <Step title="Level 1 - Standard Support">
    **First Contact**

    * General support specialists
    * Common issue resolution
    * Basic troubleshooting
    * Documentation assistance
  </Step>

  <Step title="Level 2 - Technical Specialists">
    **Advanced Issues**

    * Integration specialists
    * Advanced feature configuration
    * Performance optimization
    * Custom workflow setup
  </Step>

  <Step title="Level 3 - Engineering Team">
    **Product Issues**

    * Product engineering team
    * Bug fixes and patches
    * Feature development
    * Architecture consultation
  </Step>

  <Step title="Level 4 - Leadership Escalation">
    **Critical Business Impact**

    * Senior leadership involvement
    * Emergency response team
    * Business continuity planning
    * Executive communication
  </Step>
</Steps>

## Community Support

### User Community

<CardGroup cols={2}>
  <Card title="Community Forum" icon="users">
    **Peer-to-Peer Help**

    * Ask questions to other users
    * Share tips and best practices
    * View solutions to common problems
    * Connect with power users

    **Access:** [community.optiverse.com](https://community.optiverse.com)
  </Card>

  <Card title="Knowledge Base" icon="book">
    **Self-Service Resources**

    * Comprehensive documentation
    * Step-by-step tutorials
    * Video guides and demos
    * Frequently asked questions

    **Access:** [help.optiverse.com](https://help.optiverse.com)
  </Card>
</CardGroup>

### Contributing to Community

<Accordion>
  <AccordionItem title="Help Others">
    **Share Your Expertise**

    * Answer questions in forums
    * Share workflow examples
    * Contribute to documentation
    * Mentor new users

    **Benefits:**

    * Community recognition badges
    * Early access to new features
    * Direct feedback channel to product team
    * Networking with other professionals
  </AccordionItem>

  <AccordionItem title="Feature Requests">
    **Influence Product Development**

    * Submit feature requests
    * Vote on community suggestions
    * Participate in beta testing
    * Join user advisory board

    **Process:**

    1. Submit detailed feature request
    2. Community voting period
    3. Product team evaluation
    4. Development roadmap inclusion
  </AccordionItem>
</Accordion>

## Support Quality & Feedback

### Our Commitment to You

<CardGroup cols={3}>
  <Card title="Response Time" icon="clock">
    **Fast Response**

    * Live chat: Instant
    * Email: 4 hours average
    * Phone: Same day callback
    * Escalations: 1 hour
  </Card>

  <Card title="Resolution Quality" icon="check-circle">
    **Effective Solutions**

    * 95% first-contact resolution
    * Comprehensive follow-up
    * Proactive issue prevention
    * Continuous improvement
  </Card>

  <Card title="Customer Satisfaction" icon="heart">
    **Your Success**

    * 4.9/5 average rating
    * 99% recommend our support
    * Regular satisfaction surveys
    * Feedback-driven improvements
  </Card>
</CardGroup>

### Providing Feedback

<Steps>
  <Step title="Rate Your Experience">
    **After Each Interaction**

    * Quick star rating
    * Optional detailed feedback
    * Specific specialist comments
    * Improvement suggestions
  </Step>

  <Step title="Periodic Surveys">
    **Quarterly Check-ins**

    * Overall support experience
    * Feature satisfaction
    * Documentation quality
    * Training needs assessment
  </Step>

  <Step title="Direct Feedback">
    **Continuous Improvement**

    * Email: [feedback@optiverse.com](mailto:feedback@optiverse.com)
    * Product feedback in-app
    * Feature request portal
    * Annual user conference
  </Step>
</Steps>

## Emergency Procedures

### Critical System Issues

<Warning>
  **Emergency Protocol**: For system-wide outages or security incidents, follow these emergency procedures to ensure fastest resolution.
</Warning>

<Steps>
  <Step title="Assess Impact">
    **Determine Severity**

    * Is this affecting multiple users?
    * Are critical business operations stopped?
    * Is data security potentially compromised?
    * Is this causing financial impact?
  </Step>

  <Step title="Emergency Contact">
    **Immediate Escalation**

    * Call emergency support line: +1-800-OPTI-911
    * Email: [emergency@optiverse.com](mailto:emergency@optiverse.com)
    * Use "CRITICAL" in subject line
    * Provide impact assessment
  </Step>

  <Step title="Documentation">
    **Track Everything**

    * Document timeline of events
    * Screenshot error messages
    * Note impact on business operations
    * Maintain communication log
  </Step>

  <Step title="Communication Plan">
    **Keep Stakeholders Informed**

    * Notify affected team members
    * Update management on status
    * Prepare for media/customer communication
    * Document lessons learned
  </Step>
</Steps>

***

<Info>
  **We're Here to Help**: Remember, no question is too small and no issue is too complex. Our support team is genuinely committed to your success with Optiverse. Don't hesitate to reach out whenever you need assistance.
</Info>

**Quick Access:**

* **Live Chat**: Click the chat icon in your dashboard
* **Email**: [support@optiverse.com](mailto:support@optiverse.com)
* **Phone**: +1-800-OPTIVERSE (Enterprise customers)
* **Emergency**: +1-800-OPTI-911 (Critical issues only)