Support Channels
Live Chat
Available: Monday-Friday, 9 AM - 6 PM EST Response: Immediate during business hours Best for: Quick questions, account issues, immediate help
Email Support
Email: [email protected] Response: Within 24 hours Best for: Detailed questions, technical issues, feature requests
Community Forum
Access: 24/7 community support Response: Varies by community activity Best for: General questions, tips, user discussions
Video Call
Available: By appointment Response: Within 48 hours to schedule Best for: Complex setup, training, demonstrations
Response Times
Support Priority Levels
Critical Issues (4 hours)
Critical Issues (4 hours)
Examples: - Cannot access account or login - Data loss or corruption - Security concerns - Payment processing issues - System outages affecting multiple users What we need: - Detailed description of the issue - Error messages or screenshots - Steps that led to the problem - Your account information
High Priority (24 hours)
High Priority (24 hours)
Examples: - Feature not working as expected - Calculation errors or incorrect data - Integration problems - Import/export issues - Mobile app problems What helps: - Specific examples of the issue - Browser/device information - Screenshots or screen recordings - Steps to reproduce the problem
General Support (48 hours)
General Support (48 hours)
Examples: - How-to questions - Feature explanations - Best practices guidance - Account setup assistance - General usage questions What’s helpful: - Clear description of what you’re trying to accomplish - Your user type and specific needs - Any relevant context about your operation
Feature Requests (1 week)
Feature Requests (1 week)
Examples: - New feature suggestions - Enhancement requests - Integration requests - Workflow improvements - Beta feedback and suggestions What we love to see: - Detailed description of the desired feature - Use case and business justification - How it would improve your workflow - Examples from other systems if applicable
Before You Contact Us
Self-Service Resources
Try these resources first for faster resolution:1
Check the FAQ
Review our Frequently Asked Questions for common issues and solutions
2
Try Troubleshooting
Follow our troubleshooting guide for common problems
Information to Include
Help us help you faster by including:Account Information
Account Information
- Your email address (registered with PilotFlows) - User type (Pilot, Skydiver, Aircraft Owner, etc.) - Organization name (if applicable) - Subscription plan level Note: Never include passwords in support requests
Technical Details
Technical Details
- Browser type and version - Operating system (Windows, Mac, iOS, Android) - Mobile app version (if using mobile) - Internet connection type - Any error messages (exact text)
Issue Description
Issue Description
- What you were trying to do - What actually happened - When the issue started occurring - Steps to reproduce the problem - Any workarounds you’ve tried
Supporting Materials
Supporting Materials
- Screenshots of errors or unexpected behavior - Screen recordings for complex issues - Exported data files (if relevant) - Log files or error codes - Examples of incorrect calculations
Specialized Support
Beta User Support
As a beta user, you have access to enhanced support:Beta Forum
Access: Exclusive beta user community Features: Direct developer interaction, early feature previews Best for: Beta-specific issues, feature feedback
Priority Support
Benefits: Faster response times, direct developer access Features: Enhanced troubleshooting, feature development input Best for: Complex issues, product feedback
Organization Support
For flight schools, clubs, and dropzones:1
Dedicated Account Manager
Organizations with 10+ members get a dedicated account manager
2
Setup Assistance
Free setup assistance for organization accounts and complex configurations
3
Training Sessions
Group training sessions for staff and key users
4
Custom Integrations
Support for custom integrations and workflow development
Contact Methods
Email Support
Primary Support: [email protected] Specialized Addresses:- Billing: [email protected]
- Technical: [email protected]
- Beta Feedback: [email protected]
- Partnerships: [email protected]
Live Chat
Access live chat through:- Web App: Click the chat icon in the bottom right corner
- Mobile App: Access through the help section
- Website: Available on all pilotflows.com pages
Phone Support
Coming Soon: Phone support will be available for organization accounts and premium subscribers. Current Options:- Schedule a video call through support email
- Request a callback during live chat hours
- Emergency contact available for critical issues
Community Support
Forum: community.pilotflows.com Features:- User-to-user support and advice
- Best practices sharing
- Feature discussions and requests
- Regional user groups
- Industry-specific discussions
Support for Specific Issues
Account and Billing Issues
Account Access Problems
Account Access Problems
Contact: Live chat or [email protected] Information needed: Email address, last successful login, error messages Typical resolution: Same day
Billing Questions
Billing Questions
Contact: [email protected] Information needed: Account email, billing period in question, specific charges Typical resolution: 1-2 business days
Subscription Changes
Subscription Changes
Contact: Live chat or [email protected] Information needed: Current plan, desired changes, effective date Typical resolution: Immediate for upgrades, next billing cycle for downgrades
Technical Issues
Data Import/Export
Data Import/Export
Contact: [email protected] Information needed: File formats, source system, error messages, sample data Typical resolution: 2-3 business days
Integration Problems
Integration Problems
Contact: [email protected] Information needed: Third-party system details, error messages, desired integration Typical resolution: 3-5 business days
Mobile App Issues
Mobile App Issues
Contact: [email protected] Information needed: Device type, app version, specific problem, screenshots Typical resolution: 1-2 business days
Feature Requests and Feedback
New Feature Requests
New Feature Requests
Contact: [email protected] or community forum Information needed: Detailed feature description, use case, business justification Process: Review → Development planning → Beta testing → Release
Enhancement Suggestions
Enhancement Suggestions
Contact: Community forum or [email protected] Information needed: Current feature limitations, proposed improvements Process: Community discussion → Development review → Implementation planning
Bug Reports
Bug Reports
Contact: [email protected] Information needed: Steps to reproduce, expected vs. actual behavior, screenshots Process: Verification → Bug tracking → Fix development → Testing → Release
Emergency Support
Critical Issues
For issues that prevent you from operating safely or legally: Contact Methods:- Live chat (immediate during business hours)
- Email with “URGENT” in subject line
- Community forum with urgent tag
- Cannot access logbook before checkride or audit
- Data corruption affecting legal compliance
- Security breach or unauthorized access
- Payment processing preventing aircraft access
After-Hours Emergency
Limited Support: For true emergencies affecting flight safety Contact: [email protected] Response: Best effort within 4 hours Scope: Safety-critical issues onlyFeedback and Improvement
How We Use Your Feedback
1
Collection
Gather feedback through all support channels and in-app tools
2
Analysis
Analyze feedback for patterns and priority issues
3
Planning
Incorporate feedback into development planning and roadmap
4
Implementation
Develop and test improvements based on user needs
5
Communication
Update users on progress and release improvements
Beta Program Feedback
Special feedback channels for beta users:- Monthly Surveys: Regular feedback collection on new features
- Focus Groups: Participate in product development discussions
- Early Access: Test new features before general release
- Direct Developer Access: Communicate directly with our development team
Support Team
Our Commitment
We’re committed to providing excellent support because:- We’re pilots and skydivers too: Our team understands your needs
- We value your safety: We prioritize issues that affect safety and compliance
- We’re building together: Your feedback shapes the product
- We’re here for the long term: Building lasting relationships with our users
Meet the Team
- Support Managers: Experienced aviation professionals
- Technical Specialists: Developers who understand aviation operations
- Beta Coordinators: Dedicated to beta user success
- Community Managers: Active in forums and user groups
Quick Tip: The fastest way to get help is often through our live chat during business hours. Our team can provide immediate assistance or escalate complex issues to specialists.