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

# Contact Retell AI support and report outages

> Reach Retell AI support: pick between the Customer Support Portal, email, community forum, or the outage form, and see what to include in each ticket.

Retell's support team is on call 7 days a week, with active hours 9 AM to 9 PM PST and a 24-hour first-response SLA (shorter for enterprise customers).

## Pick the right channel

| Situation                                       | Where to go                                                                                                               |
| ----------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- |
| Production outage affecting live voice traffic  | [Outage report form](https://docs.google.com/forms/d/e/1FAIpQLScQAm4GxtLBC6riqW2sXa5osp3WB0VHbZ2cOSWgBgOkyXtNsA/viewform) |
| Account, billing, bug, or per-call issue        | [Customer Support Portal](https://support.retellai.com/) or email [support@retellai.com](mailto:support@retellai.com)     |
| How-to question, best practices, community help | [Support Forum](https://community.retellai.com/c/support-help/6)                                                          |

Email and the portal open the same ticket type; use whichever is faster for you.

## Include this in every ticket

Adding these upfront lets support skip a back-and-forth:

* Your Retell workspace ID, agent ID, and (if relevant) call ID
* What you expected versus what happened
* Steps to reproduce
* Screenshots or a short screen recording

## Report an outage

If a production issue is breaking live voice agent traffic, submit the [outage report form](https://docs.google.com/forms/d/e/1FAIpQLScQAm4GxtLBC6riqW2sXa5osp3WB0VHbZ2cOSWgBgOkyXtNsA/viewform). The Retell team acts on outage reports on a shorter cycle than standard tickets.

Only use the form for outages. For anything non-urgent, open a support ticket instead.