Pilot Support Guide (WIP)

What is Pilot Support?

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.
 

Where to find it

• 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

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

How to open a ticket (fast)

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.