Enterprise Support Services Agreement

Enterprise Support.  Oculus will provide Enterprise Support for the Software and Hardware during the Support Period. During any such Support Period, the terms of this Enterprise Support Services Agreement will supersede the terms of the Limited Warranty to the extent that any terms conflict. Oculus has no obligation to provide support for Third Party Content or third party products. For purposes of this Enterprise Support Services Agreement, all defined terms not defined herein shall have the meaning set forth in the Oculus for Business Enterprise Use Agreement (the “Agreement”).

1. Eligibility. To be eligible for Enterprise Support, you must (a) register your Product prior to your request for such Enterprise Support, and (b) have updated the relevant Software to its latest version prior to your request for such Enterprise Support.

2. Customer Support. During any Support Period, the Enterprise Support team is available via telephone, live chat, or email at https://support.oculus.com/, or at any successor URL.

(a) Telephone. You may request that the Enterprise Support team call you by completing the contact form available at the above link. We will aim to answer your initial request for a telephone call within two minutes during the following telephone hours of operation: 

(i) English: 24 hours per day, seven days per week.   

(ii) German, Spanish, and French: 9AM – 5PM Monday through Friday, Central European Time.

(b) Live Chat. The Enterprise Support team will aim to answer initial requests for live chats within two minutes of receipt during the following live chat hours of operation:

(i) English: 24 hours per day, seven days per week.   

(ii) German, Spanish, and French: 9AM – 5PM Monday through Friday, Central European Time.

(c) Email. The Enterprise Support team will aim to answer initial emails within eight hours of receipt during the following email support hours of operation:

(i) English: 24 hours per day, seven days per week.   

(ii) German, Spanish, and French: 9AM – 5PM Monday through Friday, Central European Time.

3. Expedited Exchange.  During any Support Period, Oculus offers an expedited exchange program for repairs or replacements of Hardware within the Warranty Period. Oculus reserves the right to determine Hardware’s eligibility for expedited exchange. Expedited exchange is only available in Oculus Territories. Upon our receipt of your Hardware, we will engage in an expedited troubleshooting of your Hardware to assess any damages or breach of the Limited Warranty. Expedited exchange will provide you with replacement Hardware, which may be new or refurbished at Oculus’ sole discretion, to be shipped to your designated location. Oculus will ship replacement Hardware to you within five business days of Oculus’ completion of troubleshooting. Delivery times are dependent on your location (including import/export controls in your location), weather, and/or other factors outside of Oculus’ control. 

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