How to contact ForePath Support
When to use this article
Use this when you need help with the ForePath portal, an engagement, billing questions, or an outage update that is not
already covered in Help or on the status page.
Channels
- Help Center at help.forepath.io for account, billing, and troubleshooting topics.
- Live chat on portal.forepath.io during business hours when the widget is available. Cookie consent is required for
the chat widget. We aim to answer in about five minutes during hours when chat is staffed. Otherwise the
conversation continues asynchronously.
- Email [email protected] (ForePath). Use [email protected] or [email protected] when the question belongs to those products.
- Forms linked from the website or portal when shown for your request type.
Security reports, DSA/TCO/authority notices, and privacy requests have specialized paths under Security & privacy. Do
not send vulnerability details or secret material through general chat.
Hours
Support follows business hours Monday to Friday, 09:00 to 17:00 Europe/Berlin, excluding public holidays in North
Rhine-Westphalia, unless your contract says otherwise.
Outside those hours, email [email protected]. We pick it up on the next business day, except for paths marked 24/7 (for
example the TCO report address).
Response aims (not contractual SLAs)
- General Support: about 2 business days
- Sales: about 1 business day
- Security acknowledgement (soc@): about 48 hours
- DSA confirmation: about 24 hours
Contract SLAs override these aims. Legal clocks for regulated requests do not pause while a chat is pending.
What to include
- Your organization name.
- The product surface (ForePath portal, Agenstra, or Decabill).
- What you expected vs what happened.
- Timestamps in Europe/Berlin if you can.
- Screenshots or request IDs, with secrets removed.
Status first for outages
Check status.forepath.io before reporting a total outage.
