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Support Request Form
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Support Options
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> Support Hours
> General Support Inquiries
> Free Support Resources
> Priority Technical Support
> Pay-As-You-Go Priority Telephone Support
> Third Party Support Resources
Support Hours
Monday-Friday
9AM to 5PM Central Time
Weekend and Off-hour Support available by prior appointment only.
General Support Inquiries
For inquiries regarding pending orders, shipments, general inquiries, or RMA status, please contact us using one of the folowing methods::

Contact Customer Service
PH: (615) 469-0998
EMAIL: helpdesk@paperlesscockpit.com
 
Free Support Resources
Paperless Cockpit customers receive free, unlimited Techical Support via this website or by sending Email to the address below. Prior to contact Technical Support, to ensure a prompt response, please complete the Support Request Form. Support Requests determined to be covered under a current EFB Warranty or Support Plan will be escalated to Priority Technical Support at no additional charge.

Contact Technical Support
EMAIL:
support@paperlesscockpit.com
WEB:
www.paperlesscockpit.com
/support.html

Typical respomse time to free Technical Support requests is 24 to 48 hours, excluding weekends and holidays.
  
Priority Technical Support
If you require expedited assistance and have an active Paperless Cockpit Support Plan with Priority Technical Support, or if you have an active, valid Trouble Ticket that has been escalated to Priority Technical Support, you may contact us via the following methods:

Contact Priority TechnicalSupport
PH: (615) 469-0999
EMAIL: aog@paperlesscockpit.com

Typical respomse time to Priority Technical Support requests is less than 4 business hours.

Pay-As-You-Go Priority Telephone Support
If you do not have a Paperless Cockpit Support Plan with Priority Technical Support, you may access Priority Technical Support via telephone at a rate of $2.00 per minute with a 30 minute minimum charge.

To access Pay-As-You-Go Priority Telephone Support, contact Paperless Cockpit Customer Service at (615) 469-0998 and request Pay-As-You-Go Support. You will be asked for your credit card information and will receive a Priority Trouble Ticket number. If a Priority Support Representative is available, you will be connected immediately. Otherwise, the Customer Service Representative will work with you to arrange a callback within the next four business hours.

To save time and money, Paperless Cockpit recommends completing the Support Request Form prior to contacting Pay-As-You-Go Support.

Contact Pay-As-You-Go Support
PH: (615) 469-0998
 
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3rd Party Support Resources
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Jeppesen JeppView FliteDeck /NavSuite
Phone: 800-621-5377
Email:
pctechsupport@jeppesen.com
Web:
> FliteDeck 3 Training and Support
> FliteDeck3 Activiation
WSI InFlight
Phone: 978-983-6325
Web:
> WSI InFlight Product Info
> WSI Support Center

XM Weather
XM Activation : 1-800-985-9200
Customer Service (WxWorx ):
321-751-9202
Tech Support (WxWorx ):
256-319-9679
Tech Support (Heads-Up ):
972-980-4890 x142
Email (WxWorx):
support@wxworx.com
Email (Heads-Up):
service@heads-up.com
Web:
> WxWorx Support
> Heads-Up Technologies Support

 
 
Please answer the following questions as thoroughly as possible. Doing so will enable our support staff to resolve your issue more quickly. Incomplete information may result in support delays as additional information is gathered. Customers who complete this form will receive priority service. Fields marked with "*" are required.

NOTE: If you do not provide complete, detailed information, our Support Representatives will not be able to assist you.
CUSTOMER INFORMATION
Support Plan ID or Active Trouble Ticket ID (i.e., RMA 1234):
First Name*:
Last Name*:
Title:
Company:
Phone*:
Email*:
 
Address 1:
Address 2:
City:
State:
Postal Code:
Country*:
   
EFB SYSTEM INFORMATION
EFB Serial Number(s) (One per line)*:
Date of Purchase (MM/DD/YYYY):*
Where was this system purchased (i.e., Dealer Name and Location, Direct from Paperless Cockpit, previous owner details)*:
EFB Model*:
FliteServ EFBs    Fujitsu EFBs
FliteServ 700 (Black Box)   LT C-500
FliteServ LE (Black Enclosure)   LT P-600
FliteServ C2-01 (Gray Box)   LT P-8XX
FliteServ C2-02 (Black Box)   ST 3500
FliteServ C2-05 (Gold Box)   ST 4000
FliteServ C3-01 (Black Box)   Lifebook P16XX
FliteServ C3-05 (Gold Box)   Datalink Servers
E-Board Remote Displays   WDLS-01 (2 Port w/WiFi)
E-Board Plus (Silver)   WDLS-02 (4 Port w/WiFi)
E-Board C2-01 (Black)   Other EFB
E-Board C3-01 (Black)   Other EFB
E-Board XP      
E-Board XP2      
E-Board XP3      
E-Board XP3i      
Other EFB Model and Manufacturer:
Operating System*:
Operating System Version (i.e., Service Pack 2, version 2002, etc.)*:
Installed EFB Applications*:
(list version and revision date or cycle, if applicable)
 EXAMPLE: JeppView FliteDeck 3.5 - Disk 11 Issue 01 June 2007
Installed Office and Productivity Applications*:
(list version and revision date or cycle, if applicable)
EXAMPLE: Microsoft Office 2007
AntiVirus/ Firewall/ VPN Applications*:
(list version and revision date or cycle, if applicable)
 EXAMPLE: Norton Antivirus 2007
AntiVirus Last Updated (MM/DD/YYYY)*:
Other Installed Applications*:
(list version and revision date or cycle, if applicable)
Installed Accessories*:
EXAMPLE: Socket Communications Dual Port PCMCIA Serial Card, Teletype Bluetooth GPS Model XYZ, WSI AV-200
 
AIRCRAFT CONFIGURATION
Aircraft Registration (i.e. N777PC)*:
Aicraft Serial Number:
FMS or GPS Make and Model (if connecting to GPS):
EXAMPLE: Bendix King KLN 90B, Proline 4, Garmin 430, Teletype Blutetooth GPS, etc.
ARINC 429 Converter Make, Model, and Part Number (if installed):
EXAMPLE: DAC GDC34(NMEA), DAC GDC34(Aviation), Shadin Converter
Aircraft EFB Power Source:
Aircraft EFB Power Source Make and Model:
Who performed the installation or provisioning for the EFB?
 
TROUBLESHOOTING QUESTIONNAIRE
Please provide a detailed account of the problem*:
What application or function was the user actively using when the problem occurred*?
If a specific error message (or messages) was given, please enter it verbatim below:
What other applications were running when the problem occurred*?
If this is a recurrent problem, please list the previous dates the problem occurred and the circumstance:
When was the last time the system was running correctly*?
List any software that was recently added to the system*:
List any software that was recently updated, and the date or revision cycle of that update (i.e. JeppView 3.5 Chart Disk 10)*:
List any other configuration changes or other modifications to the EFB or aircraft*:
Was the aircraft recently in maintance*?
Who, if anyone else, has had access to the system prior to discovery of the issue*?
EXAMPLE: Copilot, Mechanic  

If the system has been recently dropped or handled roughly, please describe?
EXAMPLE: I accidentally stepped on the EFB and cracked the display.  
Approximately what are the highest and lowest temperatures to which the system has been exposed*?
High Temp:
Low Temp:
What is the typical pressurized cabin altitude at which the system is used*?
If the system operates in an unpressurized aircraft, what is the highest altitude to which it has been exposed?
Please include any additional information or comments.

 
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