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The fastest way to resolve an issue is to give our support team everything they need upfront. Use the in-app help widget for real-time chat or email us directly — response times vary by your plan tier.

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How to reach us

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In-app chat

Open the help widget in the bottom-right corner of any fsckmsft page. Type your question and a support agent will respond during business hours. Outside of business hours, your message is saved and answered when agents come back online.

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Email support

Send an email to support@fsckmsft.org at any time. Include your account email address and workspace name so we can locate your account quickly.

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Response time SLAs by plan

Response time: 3 business daysFree plan support is handled through email only. The in-app chat widget is available for self-serve help articles, but live agent chat is not included.
SLA times refer to first response, not resolution. Response times are measured in business hours (Monday–Friday, excluding public holidays) unless otherwise stated.

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Write an effective support request

A well-structured request helps us reproduce and resolve your issue faster. Follow these steps before submitting:
1

Describe what you expected

Start with what you were trying to do and what you expected to happen. For example: “I tried to export my workspace data but the download link never arrived.”
2

Describe what actually happened

Explain the actual outcome, including any error messages. Copy the exact text of any error — screenshots are welcome but text is searchable.
3

List your steps to reproduce

Provide a numbered list of the exact steps you took so we can replicate the problem in our environment.
4

Include your environment details

Tell us:
  • Browser and version (e.g. Chrome 124, Safari 17)
  • Operating system (e.g. macOS 14.4, Windows 11)
  • fsckmsft workspace URL (e.g. https://app.fsckmsft.org/your-workspace)
  • Any browser extensions that might be relevant
5

Attach screenshots or a screen recording

Visual evidence helps us spot UI issues instantly. Annotate screenshots to highlight the affected area. For intermittent issues, a short screen recording (Loom, Quicktime, etc.) is invaluable.
If you’re reporting a performance problem, attach a HAR file from your browser’s network inspector. See Performance Issues for instructions on capturing one.

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Escalation process

If you believe your issue is not receiving adequate attention, use the following escalation path:
  1. Reply to your existing ticket — don’t open a new one. Adding a new message re-queues your request and gives agents context.
  2. Request escalation explicitly — write “I’d like to escalate this issue” in your reply. Our team will flag it to a senior support engineer.
  3. Business plan customers — use your dedicated Slack channel or contact your account manager directly for critical production-impacting issues.
Opening duplicate tickets for the same issue splits the conversation and slows resolution. Always reply to your original thread.