How to reach the Falcon Support team

Sometimes, you just need a bit of help. Luckily, our awesome Support team is always at the ready.

Most platform-related questions are answered in our Help Center. If you're missing an answer to your question, please let us know by submitting a ticket. We'll address your issue as soon as possible and update our content.

Status page

We post all known issues and their current statuses on our Status Page.

If you encounter an issue on the platform, we recommend that you first check our Status Page to see if the issue is already known and being addressed by our team.

You can subscribe to receive status updates via email by clicking “Subscribe to Updates” on the Status Page.

Contact Support

Ways to reach us

You can always reach out to us with any questions or concerns via the following means:

Live in-platform chat

The easiest and fastest way to reach us is through in-app chat. Depending on your Falcon package, we'll usually be with you in 5-15 minutes.

How to open a live chat:

  1. Log into the platform.
  2. Click the Chat icon in the bottom right. screenshot-app.falcon.io-2019.06.22-15-18-54.png
  3. Click 'New Conversation' and write us a message. Capture3453.PNG
Email

If you'd rather get help through email, you can send your request to support@falcon.io.

You will receive an automated confirmation email shortly after. Depending on your Falcon package, you will usually receive a reply within 12-24 hours.

Ticket form
You can submit a ticket via our online form.

Hours of Support

Our Support teams around the world are available at these times:

Europe Monday - Sunday 9am - 5pm CET
United States Monday - Friday 9am - 5pm ET
Japan and Asia-Pacific Monday – Friday 9am - 5pm AET

Please be aware that our support hours change to 9am to 5pm CET during official company holidays in your region, such as EU Bank Holidays, US Federal Holidays, and recognized APAC Holidays.

Follow the status of your ticket

To get an overview of all of your open support tickets go to the requests area of our Help Center here. Please note you must create a Zendesk account in order to access the environment.

How to report an issue

If you discover an issue with the platform, please consider the following when notifying our Support team:

Description
The more detailed and accurate your description, the easier it will be for our support team to identify the issue and resolve it.
Step-by-step
Providing a detailed description of your actions leading up to the issue helps us to replicate the exact circumstances under which it occurred.
Screenshots
An illustration of the issue will help Support locate it.
Frequency
Is this the first time you have observed this issue? Or has it happened repeatedly?
Errors
If you receive a system error message, please let us know what the message says or take a screenshot of it.

Reach other departments

If you want to reach other Falcon departments, such as Billing or Legal, please reach out to the Support team.

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