Contact Support

Get help from our support team when you need assistance with Forest SEO. Multiple support channels available based on your plan and urgency.

---

💬 Support Channels

Live Chat (Fastest)

Best for: Urgent issues, quick questions, account help

Availability:

• Hours: Monday - Friday, 9:00 AM - 6:00 PM EST
• Response Time: Under 5 minutes during business hours
• Plans: Available on Professional and Enterprise plans

How to Access:

1. Log in to /dash
2. Click chat icon in bottom-right corner
3. Describe your issue
4. Support agent will respond shortly

---

Email Support

Best for: Detailed questions, bug reports, feature requests

Email Address: [email protected]

Response Time:

Best Practices for Email:

✅ Include:

• Clear subject line (e.g., "WordPress integration error 403")
• Detailed description of the issue
• Steps to reproduce the problem
• Screenshots or error messages
• Your project ID (found in Settings → Project Info)
• What you've already tried

❌ Avoid:

• Vague subjects like "Help!" or "It's broken"
• Multiple issues in one email (send separate emails)
• Sensitive data (passwords, API keys) in plain text

Example Email:

Subject: Content generation fails - insufficient balance error

Hi Support Team,

I'm experiencing an issue with content generation in project 
proj_abc123.

Problem:
When I try to generate content, I immediately get an error: 
"Generation failed: insufficient wallet balance"

However, my wallet shows $250 balance, which should be enough 
for 25 articles.

Steps to reproduce:
1. Go to Content → Generate
2. Select keyword cluster "Blog Topics - EN"
3. Set language to English
4. Click "Generate 5 Articles"
5. Error appears within seconds

Screenshots attached:
- wallet_balance.png (showing $250)
- generation_error.png (showing error message)

What I've tried:
- Refreshed the page
- Cleared browser cache
- Tried different browser (Chrome and Firefox)
- Checked keyword cluster (has 50+ terms)

Project ID: proj_abc123
Plan: Professional
Browser: Chrome 120.0

Thank you for your help!

---

Documentation & Knowledge Base

Best for: Self-service, learning, common questions

Resources:

📚 Documentation: /docs

• Comprehensive guides
• Step-by-step tutorials
• API reference
• Video tutorials (coming soon)

🔍 Search: Use search bar in docs to find specific topics

📖 Popular Guides:

• Quick Start
• First 100 Articles Tutorial
• Integration Setup
• Common Issues

---

Community Forum (Coming Soon)

Best for: Tips from other users, feature discussions, use cases

What to Expect:

• User-to-user help
• Share strategies and best practices
• Feature requests and voting
• Showcase your success stories

---

🚨 Emergency Support (Enterprise Only)

For: Critical production issues, site downtime, data loss

Availability: 24/7 emergency line for Enterprise customers

Contact Method: Provided to Enterprise customers upon onboarding

Examples of Emergencies:

• Publishing integration down, blocking content launches
• Data loss or corruption
• Security incident
• Service outage affecting business operations

Not Emergencies:

• General questions (use email)
• Feature requests
• Training requests
• Minor bugs or inconveniences

---

📋 Before Contacting Support

Help us help you faster by gathering this information first:

Required Information

✓ Your project ID (Settings → Project Info)
✓ Plan type (Free, Starter, Professional, Enterprise)
✓ Clear description of the problem
✓ Steps to reproduce the issue
✓ When did the problem start?
✓ Is it happening consistently or intermittently?

Helpful Context

✓ Error messages (exact text or screenshots)
✓ Browser and version (Chrome 120, Firefox 115, etc.)
✓ Operating system (Windows 11, macOS Sonoma, etc.)
✓ What have you tried already?
✓ Any recent changes (new integrations, plan upgrades, etc.)

Screenshots & Videos

Good screenshots include:

• Full browser window (not just error message)
• URL visible in address bar
• Timestamp if relevant
• Console errors (F12 → Console tab)

Tools for screen recording:

• Loom (free, easy to use)
• CloudApp
• Built-in: Windows Game Bar (Win+G), macOS QuickTime

---

🎯 Common Support Requests

Account & Billing

Examples:

• Change email address
• Update payment method
• Request invoice
• Cancel subscription
• Upgrade/downgrade plan

How to Get Help:

1. Email: [email protected]
2. Include: Account email, request details
3. Response: Within 24 hours (billing issues prioritized)

---

Technical Issues

Examples:

• Integration not connecting
• Content generation failing
• Dashboard errors
• API issues

How to Get Help:

1. Check Common Issues first
2. Check Integration Errors
3. Still stuck? Email or live chat with details

---

Feature Requests

Examples:

• New integration platform
• Content generation improvements
• Dashboard features
• API endpoints

How to Submit:

1. Email: [email protected]
2. Subject: "Feature Request: [Brief Description]"
3. Include:
   • What you want to achieve
   • Why it would be valuable
   • How you'd use the feature
   • Any workarounds you're currently using

What Happens Next:

• We review all feature requests
• Popular requests get prioritized
• You'll be notified when implemented
• Enterprise customers can request custom features

---

Bug Reports

Examples:

• Dashboard malfunction
• Incorrect data displayed
• Broken links or pages
• Mobile responsiveness issues

How to Report:

1. Email: [email protected]
2. Subject: "Bug Report: [Brief Description]"
3. Include:
   • Steps to reproduce
   • Expected behavior
   • Actual behavior
   • Screenshots/videos
   • Browser/device info

Example Bug Report:

Subject: Bug Report - Content editor not saving changes

Description:
When I edit content in the content editor and click "Save", 
the changes don't persist. After refresh, the old content is 
still there.

Steps to Reproduce:
1. Open any published article
2. Click "Edit" in content editor
3. Make changes to title or body
4. Click "Save" button
5. See success message
6. Refresh page
7. Changes are gone, old content still there

Expected: Changes should be saved and persist after refresh
Actual: Changes disappear, old content remains

Environment:
- Browser: Firefox 121.0
- OS: Windows 11
- Project: proj_abc123
- Article affected: content_xyz789

Screenshot attached: editor_save_bug.png

This started happening yesterday after your platform update.

---

📞 Sales & Pre-Sales Questions

Want to learn more before signing up?

Sales Email: [email protected]

Common Questions:

• Which plan is right for me?
• Enterprise pricing and features
• Custom integration development
• Volume discounts
• Reseller partnerships

Response Time: Within 1 business day

Book a Demo:

• Schedule at forestseo.com/demo
• 30-minute personalized walkthrough
• Q&A session
• Custom use case discussion

---

🌐 Regional Support

North America

• Primary support hours: 9 AM - 6 PM EST
• Email: [email protected]
• Phone: Enterprise customers only

Europe

• Support hours: 3 PM - 12 AM CET (overlap with NA)
• Email: [email protected] (English, German, French)
• Response: Within 24 hours

Asia-Pacific

• Support hours: Best effort coverage
• Email: [email protected] (English)
• Response: Within 24-48 hours
• Note: Enterprise customers get priority response

---

💡 Self-Service Resources

Before contacting support, try these resources:

Documentation

Quick Links:

• Getting Started
• Content Generation
• Integrations
• API Reference
• Troubleshooting

Video Tutorials

YouTube Channel: Forest SEO Tutorials

Popular Videos:

• Setting up your first project (5 min)
• WordPress integration walkthrough (8 min)
• Generating your first 10 articles (10 min)
• Multi-language content strategy (15 min)

Status Page

Check service status: status.forestseo.com

Shows:

• ✅ All systems operational
• ⚠️ Degraded performance
• 🔴 Service outage
• 📅 Scheduled maintenance

Subscribe for updates:

• Get notified of incidents
• Maintenance window alerts
• Resolution updates

---

🎓 Training & Onboarding

Free Training

Available to all users:

• Getting started email series (5 days)
• Documentation and guides
• Video tutorials
• Blog articles and case studies

Access:

• Automatically sent after signup
• Visit /docs

Professional Training

Available for Professional plans:

• Live onboarding call (45 minutes)
• Best practices session
• Q&A with account manager

To Schedule:

• Email: [email protected]
• Subject: "Schedule Professional Onboarding"

Enterprise Training

Included with Enterprise plans:

• Dedicated account manager
• Custom onboarding program
• Team training sessions (up to 10 people)
• Quarterly strategy reviews
• Priority support line

Contact: Your account manager or [email protected]

---

📊 Support Response Expectations

Response Time SLA

Note: Response times are for business hours (Mon-Fri, 9 AM - 6 PM EST). Emergency support (Enterprise only) is 24/7.

What Counts as "Response"?

✅ Response:

• Acknowledgment of your issue
• Request for clarification
• Initial troubleshooting steps
• Expected timeline for resolution

❌ Not a response:

• Automated "ticket received" email
• Out-of-office replies

What Counts as "Resolution"?

✅ Resolved:

• Issue fixed and verified
• Workaround provided that solves problem
• Question answered completely
• Feature confirmed as working as designed

❌ Not resolved:

• "We're looking into it" (still investigating)
• Partial fix (some issues remain)
• Waiting for your response

---

🔒 Privacy & Security

Data Privacy

What we ask for:

• Project ID (not sensitive)
• Error messages (no personal data)
• Screenshots (may contain project data)

What we DON'T ask for:

• Passwords
• API keys (unless necessary, shared via secure method)
• Payment card details

Secure Information Sharing

For sensitive data:

• Use password-protected files
• Share passwords separately (different channel)
• Or wait for support to provide secure upload link

We use:

• End-to-end encrypted chat
• Secure file sharing
• Temporary access tokens (auto-expire)

---

⭐ Support Best Practices

Get Faster Help

✅ DO:
- Search documentation first
- Provide detailed information upfront
- Include project ID and error messages
- Be specific about what you've tried
- Respond promptly to follow-up questions

❌ DON'T:
- Send multiple emails about same issue
- Use vague descriptions ("it's broken")
- Demand immediate response outside business hours
- Include sensitive data in plain text
- Escalate before allowing time for initial response

Set Expectations

Understand that:

• Complex issues take longer to resolve
• Some issues require engineering team involvement
• Third-party integrations may need external vendor help
• Feature requests aren't immediate fixes

We commit to:

• Transparent communication about timelines
• Regular updates on complex issues
• Honest answers if something isn't possible
• Escalation when needed

---

📚 Related Resources

Self-service troubleshooting guide

Platform-specific error solutions

Full documentation library

Developer documentation

---

📬 Contact Information

Support

• Email: [email protected]
• Live Chat: In dashboard (Professional+)
• Hours: Mon-Fri, 9 AM - 6 PM EST

Sales

• Email: [email protected]
• Demo: forestseo.com/demo

Emergency (Enterprise Only)

• 24/7 Hotline: Provided to Enterprise customers

General

• Website: forestseo.com
• Status: status.forestseo.com
• Blog: forestseo.com/blog

Social Media

• Twitter/X: @forestseo
• LinkedIn: Forest SEO
• YouTube: Forest SEO Tutorials

---