# Pilot Support

# Pilot Support Guide

#### <span style="color: rgb(52, 73, 94);">**What is Pilot Support?**</span>  


**Pilot Support** is our helpdesk. It replaces ad‑hoc Discord DMs with a single, organized system so  
your issue gets to the right people fast. You submit a ticket, it automatically routes to your home  
hub team, and they track it to resolution. Urgent issues are easy to flag.

#### <span style="color: rgb(52, 73, 94);">**Where to find it**</span>  


- In CrewCenter, open the profile menu (top-right). Click **Pilot Support** - it's right after *Leave of Absence.*
- Direct link: [https://crew.americanva.net/support](https://crew.americanva.net/support)

> **Tip:** Use Pilot Support for anything that needs follow-up or tracking (technical, operational, or administrative). Suggestions and feedback are welcome too.

#### <span style="color: rgb(52, 73, 94);">**How to open a ticket (fast)**</span>

1. **Subject:** Short and clear. Example: "SmartCARS won't start" or "Airport KCLT scenery conflict".
2. **Description:** One or two paragraphs with what happened, when, and what you tried.
3. **Simulator:** Pick the sim you used (MSFS / X-Plane / P3D, etc).
4. **Catagory:** Choose the best fit: 
    - *Airport Scenery* - add-ons, conflicts, missing gates, etc.
    - *Aircraft Addon* - aircraft-specific behavior or install issues.
    - *CrewCenter Issue* - website pages, login, PIREP, bids.
    - *CrewCenter Suggestion* - ideas and UX improvements.
    - *SmartCARS3 Issue* - connection, logging, flight detection.
    - *vmsACARS* Issue - profiles, install, data, PIREP export.
5. **Urgency:** Low / Medium / High. Use *High* only if it blocks you from flying or filing.
6. **Type:** Technical / Operational / Administrative.
7. **Attachments:** Add screenshots or logs (zip larger files). Examples: 
    - ACARS logs (vmsACARS or SmartCARS3)
    - Error dialogs or console output
    - Flight number, route, time (UTC), aircraft
8. Click **Submit**. Your ticket goes to your home hub team automatically.

#### <span style="color: rgb(52, 73, 94);">**After you submit**</span>

You'll see your ticket in the Pilot Support page with its current status. Hub Managers can comment, request info, or re-assign/escalate if needed. You can reply anytime to add details or files.

**Typical statuses**

- **Received** &gt; we have it
- **Acknowledged** &gt; triaged by your hub team
- **In Progress** &gt; being worked on
- **Waiting on Pilot** &gt; we need more info from you
- **Resolved** &gt; fix provided (please confirm)
- **Closed** &gt; finished

> **Urgency colors:** You'll notice green /yellow / red labels - these reflect the urgency you selected (Low / Medium / High).

#### <span style="color: rgb(52, 73, 94);">**How to write a great ticket**</span>

- **One issue per ticket** (keeps the fix focused).
- **Steps to reproduce** - exact clicks/flows help a lot.
- **Include IDs** - Flight number, PIREP ID, Bid ID, airport codes.
- **Time in UTC** - match CrewCenter and ACARS logs.
- **Versions** - simulator, aircraft, ACARS version.
- **Screenshot/logs** - the fastest way to diagnose.

#### <span style="color: rgb(52, 73, 94);">**What goes where (categories at a glance)**</span>

**Airport Scenery Aircraft Addon CrewCenter Issue CrewCenter Suggestion SmartCARS3 Issue vmsACARS Issue**

#### <span style="color: rgb(52, 73, 94);">**Privacy &amp; Routing**</span>

- If an issue prevents you from flying or filing, set **Urgency: High** and start the subject with **(BLOCKER)**. Include a brief summary and your last steps so we can triage immediately.

#### <span style="color: rgb(52, 73, 94);">**Quick start checklist**</span>

1. Open the profile menu &gt; **Pilot Support** (or visit crew.americanva.net/support)
2. Fill Subject, Description, Simulator, Category, Urgency, Type.
3. Attach screenshot/logs (zip if large), then **Submit**.
4. Watch for updates and reply if the team requests more info.

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