When should I contact Support vs. my CSM?

Here at Flight Schedule Pro, we are ready and eager to help you succeed. Use this information as a guide for when to lean on your Customer Success Manager and when to contact our Support Team.

When to contact your CSM

If you don't remember your CSM's contact info, email us at customersuccess@flightschedulepro.com and your CSM will reach out to you.

Strategy and Goal Setting

Helping you achieve your goals.

Best Practices and Recommendations

Tailored to your needs, goals, and based on our knowledge and expertise.

Your Contract and Renewal Info

Your current subscription term information, and payment terms.

Hub Add-Ons & Professional Services

Skyrocket success with an additional Hub or Professional Services package.

Not sure where to go or what to do?

Your CSM is ready to assist and point you in the right direction!

When to contact Support

Product Guidance

I'm trying to do something in FSP but couldn't find out how to do it in the Help Center

Login Issues

I cannot access my FSP account

Documentation Questions and Requests

Is there a Knowledge Base article for this feature? I’d like to learn more about it.

Integration Sync Questions

Can you help address this sync issue?

Product Troubleshooting

Why am I getting this error message?
Is FSP down? I didn't see anything on the Status Page.
Can you explain this discrepancy?

Tips for Reaching out to Support

Our goal is to provide you with a response and a resolution as quickly and thoroughly as possible. Help us do so by including these aspects in your inquiry:

Exact contact or account names (and usernames) that are affected
Screenshots or videos of the feature/situation
If a troubleshooting issue, your browser and OS information.

As of July 22nd 2025, our support policies have been updated:
To make sure every request reaches the right team, we’re introducing a new support model. If you’re office staff or an admin and need extra help, you’ll have direct access to our live agents if AI can’t resolve your issue. Other users can use our AI for support or continue reaching out to their school for personalized assistance.