SUPPORT POLICY

ONLINE SUPPORT ONLY

Divergent Aerospace does NOT offer Product Pre-Sales, Customer Service or Product Support by telephone. All Customer Service and Product Support inquiries are handled by submitting a Support Request directly on our website.

Our support hours are weekdays between the hours of 10:00 AM and 4:00 PM, Mountain Time. No support is offered on the weekends. Our Support Team is comprised of a mix of both airline pilots and normal people (non-pilots). All of whom are highly experienced and qualified to help you as quickly as possible.

USING OUR SUPPORT SYSTEM

Located on the bottom right corner of your screen, you will find a small Help Beacon. Go ahead, click on it.

Help Beacon

Clicking on this Help Beacon will provide you Direct access to our Help Docs site, which is a site that contains support articles on many questions that have already been asked. You also will be provided with the ability to send a Support Request to the right people who can help you with your question.

When a Support Request is sent to us. The request is instantly delivered to the correct support staff member. This ensures that you reach someone who can actually help you with your query. Typically, inquiries sent between the hours of 10-4 PM Mountain Time, Monday - Friday are normally answered within 2-hours. However, sometimes we do get busy and it may take some extra time. So, please be patient with us.

Divergent Aerospace Help Scout Beacon

SUPPORT BY PHONE

We don’t offer on-demand telephone support because we truly believe it wouldn’t be possible to provide the same effective assistance over the phone. We have decided to keep our support online for a few reasons:

We can instantly view your orders, subscriptions, billing information, product details, account activity, and other information so we can troubleshoot effectively.

Sometimes a customer may experience a technical issue or error message from our website that may be difficult to explain. In this scenario, we frequently would ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you screenshots and videos to guide you in the right direction.

It’s faster. We can quickly get to the bottom of your questions without putting you on hold. There’s no music to listen to and you’re not wasting your valuable time waiting on hold with us.

Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We’ll always have access to previous tickets so you won’t have to repeat your questions.