How To Contact Customer Success
Support channels, response times, and issue severity guidelines
The Customer Success team is available to assist with operational questions, troubleshooting, application guidance, and general support related to the Weight & Balance system.
To help us resolve your request as quickly as possible, please include detailed information about the issue when contacting support.
Before Contacting Customer Success
Please prepare the following information before reaching out:
- Aircraft registration or aircraft type
- Flight number (if applicable)
- Description of the issue
- Screenshots or error messages
- Steps already performed
- Date and time of occurrence
Providing complete information helps reduce resolution time and allows the support team to investigate the issue more efficiently.
Contact Methods
Email Support
For all support requests, please contact Customer Success via email:
- Email: support.wb@evionica.com
When submitting a request by email, please include:
- A clear subject line
- Detailed issue description
- Relevant screenshots or attachments
Example subject:
Unable to access flight during turnaround
Phone Support
Phone support should only be used for urgent operational issues requiring immediate assistance and is available 24/7.
- Phone: +48 882 923 848
Please have the relevant flight or aircraft information available before calling.
Issue Severity Levels
Issue severity levels are assigned by the Customer Success team after reviewing the reported problem and assessing its operational impact.
The classifications below describe how incidents are evaluated and the applicable response targets.
Low Priority
Minor issues with available workarounds.
Service Level
- Reaction within 1 working day
- Resolution within 5 working days
- Support hours: Monday–Friday, 09:00–17:00 CE(S)T
Contact Methods
- Email: support.wb@evionica.com
Examples
- Some fields are not displayed correctly
- Minor UI issues
- Functionality available through a workaround
- Actions requiring alternative clicks or keyboard shortcuts
Example:
It is still possible to perform a compliant loadsheet using an alternative method.
Medium Priority
Issues affecting a particular flight or user.
Service Level
- Reaction within 1 working day
- Resolution within 1 working day
- Support hours: Monday–Friday, 09:00–17:00 CE(S)T
Contact Methods
- Email: support.wb@evionica.com
Examples
- A single user cannot log in due to credential-related issues
- Parts of the service or integrations respond with delays
- A specific flight cannot be accessed
- Users can manually create a new flight and continue balancing
Example:
Desired flight cannot be accessed, but operations can continue using a manually created flight.
High Priority
System-wide issues with available workarounds.
Service Level
- Reaction within 3 hours
- Resolution within 24 hours
- Available regardless of working days or business hours
Important
High priority issues may additionally require phone contact for immediate operational coordination.
Contact Methods
- Email: support.wb@evionica.com
- Phone: +48 882 923 848
Examples
- Long response times risking departure delays
- Third-party integrations unavailable while manual input remains possible
- Loadsheet sharing unavailable, but PDF export or printing still works
- Unable to perform a compliant loadsheet for a particular flight or aircraft
Example:
The system is operational, but performance degradation significantly affects operations.
Critical Priority
System-wide issues affecting all users and flights without immediate workarounds.
Service Level
- Reaction within 3 hours
- Resolution within 12 hours
- Available regardless of working days or business hours
Important
Critical operational issues should be reported immediately by phone and email.
Contact Methods
- Email: support.wb@evionica.com
- Phone: +48 882 923 848
Examples
- Application unavailable for all users
- Login service unavailable
- Unable to perform compliant loadsheets for any flight.
Example:
The application is completely unavailable for operational use.
Best Practices for Faster Resolution
To help the Customer Success team investigate your request efficiently:
- Include screenshots whenever possible
- Describe the expected and actual behavior
- Mention whether the issue can be reproduced
- Include exact timestamps if relevant
- Submit separate requests for unrelated issues
- Specify the affected flight(s), aircraft, or user(s)