Account & support
Getting help
How to reach support, how fast to expect a reply, and what to include for a fast resolution.
Where to go
- In-app (fastest): click the help icon in the top bar to open a /support ticket — it's tied to your account so the team has context from the start.
- Locked out and can't log in: email support@falconarahn.com directly.
Security reports: use the same address with "[SECURITY]" in the subject line for priority handling. Feature requests are welcome through either channel too.
Response times by severity
| Severity | What it means | Target response |
|---|---|---|
| P1 | Platform is down, data loss, or you can't dispatch at all | ~2 business hours |
| P2 | A feature is broken with no workaround | ~1 business day |
| P3 | A question or minor issue | ~2 business days |
Business hours are Monday–Friday, America/Tegucigalpa time. These are best-effort targets, not a contractual SLA. There's no phone or live chat support today.
What to include
- Your account or company name.
- The load number, if the issue is load-specific.
- A screenshot of what you're seeing.
- The steps that led to it — what you clicked, what you expected, what happened instead.
The more of this you include up front, the faster support can reproduce and fix it — most delays come from back-and-forth clarifying what happened.