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

# Contact Support

> How to get help from the Fanfare support team.

We're here to help you succeed with Fanfare. Here's how to reach us.

## Support Channels

<CardGroup cols={2}>
  <Card title="Email Support" icon="envelope" href="mailto:support@fanfare.io">
    [support@fanfare.io](mailto:support@fanfare.io) Response within 24 hours
  </Card>

  <Card title="Documentation" icon="book" href="/">
    Self-service documentation Available 24/7
  </Card>
</CardGroup>

## Support Tiers

| Plan       | Support Level | Response Time | Channels                  |
| ---------- | ------------- | ------------- | ------------------------- |
| Free       | Self-service  | Best effort   | Documentation             |
| Pro        | Standard      | 24 hours      | Email                     |
| Business   | Priority      | 4 hours       | Email, Chat               |
| Enterprise | Premium       | 1 hour        | Email, Chat, Phone, Slack |

## Before Contacting Support

To help us resolve your issue faster, please gather:

### For Technical Issues

* **Error messages**: Full error text and codes
* **Request IDs**: Found in error responses (`requestId`)
* **Steps to reproduce**: What actions led to the issue
* **Environment**: Test or production, SDK version
* **Browser/Device**: If client-side issue

### For Account Issues

* **Organization ID**: Found in dashboard settings
* **Account email**: Your registered email address
* **Screenshots**: Of the issue if applicable

## How to Submit a Request

### Via Email

Send to **[support@fanfare.io](mailto:support@fanfare.io)** with:

```
Subject: [Category] Brief description

Organization ID: org_xxx
Environment: Production / Test
Priority: Low / Medium / High / Critical

Description:
[Detailed description of the issue]

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [etc.]

Expected Behavior:
[What should happen]

Actual Behavior:
[What actually happens]

Error Messages/Codes:
[Any error messages or request IDs]

Additional Context:
[Screenshots, logs, or other relevant information]
```

### Via Dashboard

1. Log in to your Fanfare dashboard
2. Click **Help** in the navigation
3. Select **Contact Support**
4. Fill out the support form
5. Attach any relevant files

## Priority Levels

<AccordionGroup>
  <Accordion title="Critical - Production down">
    Your production environment is completely unavailable or major functionality is broken with no workaround.

    **Examples:**

    * API returning 500 errors for all requests
    * SDK completely non-functional
    * Data loss or corruption

    **Expected response:** Within 1 hour (Enterprise), 4 hours (Business)
  </Accordion>

  <Accordion title="High - Significant impact">
    Major functionality is impaired but a workaround exists, or production is at risk.

    **Examples:**

    * Specific endpoints failing
    * Performance degradation
    * Upcoming launch at risk

    **Expected response:** Within 4 hours (Enterprise), 8 hours (Business)
  </Accordion>

  <Accordion title="Medium - Moderate impact">
    Non-critical functionality is affected or there's an issue with a reasonable workaround.

    **Examples:**

    * Dashboard features not working
    * Non-urgent bug reports
    * Integration questions

    **Expected response:** Within 24 hours
  </Accordion>

  <Accordion title="Low - Minimal impact">
    Questions, feature requests, or issues with minimal business impact.

    **Examples:**

    * Documentation questions
    * Feature requests
    * General inquiries

    **Expected response:** Within 48 hours
  </Accordion>
</AccordionGroup>

## Emergency Support

For critical production issues outside business hours:

**Enterprise customers**: Use your dedicated Slack channel or emergency contact

**Business customers**: Email with subject line: `[URGENT] Production down - [Organization ID]`

## Specialized Contacts

| Topic           | Contact                                           |
| --------------- | ------------------------------------------------- |
| General support | [support@fanfare.io](mailto:support@fanfare.io)   |
| Security issues | [security@fanfare.io](mailto:security@fanfare.io) |
| Privacy/GDPR    | [privacy@fanfare.io](mailto:privacy@fanfare.io)   |
| Billing         | [billing@fanfare.io](mailto:billing@fanfare.io)   |
| Sales           | [sales@fanfare.io](mailto:sales@fanfare.io)       |
| Partnerships    | [partners@fanfare.io](mailto:partners@fanfare.io) |

## Self-Service Resources

Before contacting support, check these resources:

### Documentation

* [Common Issues](/resources/troubleshooting/common-issues) - Frequent problems and solutions
* [SDK Errors](/resources/troubleshooting/sdk-errors) - Error code reference
* [API Errors](/resources/troubleshooting/api-errors) - HTTP error reference

## What to Expect

### After Submitting

1. **Acknowledgment**: You'll receive an automatic confirmation
2. **Ticket created**: A support ticket is assigned
3. **Initial response**: Based on your support tier
4. **Resolution**: We work with you to resolve the issue
5. **Follow-up**: Confirmation that the issue is resolved

### During Investigation

* We may ask for additional information
* We may request access to reproduce the issue
* We'll provide regular updates on complex issues
* We'll document any workarounds discovered

## Feedback

We value your feedback to improve our service:

* **After resolution**: You'll receive a satisfaction survey
* **Product feedback**: Share ideas via the dashboard
* **Documentation feedback**: Use the feedback button on any doc page

## Related Resources

* [Changelog](/resources/support/changelog) - Recent updates
* [Security Overview](/resources/security/overview) - Security information
* [Documentation Home](/) - Full documentation