1. Overview

At Forescribe, our customers’ success is central to everything we do. Our Support Policy reflects our commitment to delivering responsive, knowledgeable, and dependable assistance to ensure uninterrupted business outcomes.

Our support framework is designed to meet enterprise expectations with:

• Structured service tiers
• Clear SLAs
• Trained support engineers
• Transparent escalation paths
• Proactive communication

We blend human expertise, automation, and process discipline to ensure a smooth, predictable, and trusted support experience.

2. Support Channels

Customers may contact Forescribe Support through any of the following channels:

• Email Support: hey@forescribe.ai
• Support Portal / Helpdesk: Available via our product 24 x 5 Chat Section
• Emergency / Priority Support (if applicable by plan):
  • India: +91 (882) 649 7888
  • United States: +1 (205) 898 3311

All support interactions are logged, tracked, and monitored for quality, SLA compliance, and continuous improvement.

3. Support Availability

Standard Support

• Monday to Friday
• Business Hours aligned to local region operations

Extended Support (Plan Dependent)

• Business hours + limited weekend monitoring

Premium / Enterprise Support (Optional Add-On)

• 24 x 7 x 365 availability
• Dedicated Support Manager / Account Success Lead
• Priority Routing and Escalation Handling

Support availability details are included in customer contracts where applicable.

4. Response and Resolution Objectives

Forescribe adheres to a structured SLA framework designed around issue severity and business impact.

Acknowledgment Time

We strive to acknowledge every support request promptly:

• Standard: Within 24 hours
• Premium Support: Within 2–4 hours
• Critical Incidents: Immediate triage initiation

5. Severity Classification

To ensure fairness, predictability, and operational clarity, incidents are categorized as follows:

Severity 1 — Critical

Platform unavailable or significantly impaired, resulting in business disruption with no workaround.
Target: Immediate acknowledgment, continuous engagement until resolution.

Severity 2 — High

Major functionality impacted, reduced performance, or significant degradation; workaround may exist.
Target: Early response and prioritized remediation.

Severity 3 — Medium

Non-critical feature malfunction, partial performance issues, or operational inconvenience.
Target: Resolution in scheduled release or patch cycle.

Severity 4 — Low

General inquiries, usability questions, enhancements, UI concerns, or informational requests.
Target: Based on advisory timelines.

6. Bug Fixes, Enhancements & Updates

Forescribe continuously evolves to deliver reliability, performance, and innovation.

• Verified defects are evaluated and prioritized based on impact.
• Critical patches are released promptly; minor fixes follow release schedules.
• Customers are informed transparently through release communications.
• Enhancements and feature suggestions are reviewed with Product Leadership.

Release communications are published through our Blog and periodically shared with customers via email newsletters.

7. Service Level Agreements (SLA)

SLAs govern response guarantees, availability objectives, and performance standards depending on customer plan and contractual commitments.

For formal SLA terms, please refer to: https://www.forescribe.ai/legal

8. Incident Communication & Transparency

In the rare event of service disruptions or incidents:

• Customers are notified promptly.
• Real-time updates are communicated through official channels.
• Root-Cause Analysis may be shared when applicable.
• Preventive measures are implemented and documented.

9. Escalation Management

If a case requires escalation:

1. First Level — Support Engineer
2. Second Level — Senior Support / Technical Specialist
3. Third Level — Engineering / Product Team
4. Executive Oversight — Leadership (if necessary)

Enterprise customers may receive dedicated escalation contacts.

10. Maintenance & Downtime

Planned Maintenance

• Conducted during low-impact windows
• Prior notification sent to customers
• Zero or minimal downtime approach prioritized

Unplanned Maintenance

• Addressed under incident response framework
• Transparent customer communication maintained

11. Customer Responsibilities

To ensure effective support delivery, customers are expected to:

• Provide accurate and timely details of issues
• Grant necessary access for troubleshooting
• Maintain appropriate internal IT controls and user management
• Follow platform usage best practices

12. Privacy, Compliance & Data Handling in Support

Any data shared during support interactions is:

• Handled securely
• Protected under Privacy Policy, DPA, and DPDP compliance
• Never used beyond problem resolution purposes

Refer: Privacy, Legal & DPA, Trust Center

13. Feedback & Continuous Improvement

We value your voice. Feedback fuels our innovation.

• Customers can share suggestions via email or support portal.
• Feature requests are reviewed by Product Leadership.
• Voice-of-Customer sessions and discovery discussions may be conducted.

14. Policy Updates

This Support Policy is reviewed periodically and updated as necessary.
Material changes are communicated via our website or customer channels.

15. Contact

For support assistance, clarifications, or queries:

📧 Email: hey@forescribe.ai
📞 India: +91 (882) 649 7888
📞 United States: +1 (205) 898 3311
🌐 Support Center: https://www.forescribe.ai/support

“Support at Forescribe is not just reactive—it is partnership, reliability, and accountability in action. Our customers deserve nothing less.”