Client Support

How to Request Technical Support

The best way to receive technical support is to open a Service Request. There are several ways to open a Service Request:

 Visit the Client Portal

You may log into the Client Portal by visiting https://fns1.myportallogin.com or by clicking the Client Portal link at the top of each page of our website. Be sure to bookmark the page in your browser.

 Call the Helpdesk

This is the perfect option if you are unable to use your computer and are in immediate need, or need to report an emergency.

You may reach the Helpdesk by calling:

(248) 726-0577

Follow the prompts or just enter “1” to jump to the Help Desk.

 Email the Helpdesk

You may send an email to the Helpdesk, which will automatically open a ticket. Just send an email to help@fns1.com.

 

If you need support, do NOT attempt to reach a Falcon employee directly – your are rolling the dice that they are not busy, on vacation, or just unavailable. Increase your odds by following this rule: To get the best possible response, call the Helpdesk, send a support email, or open a ticket on the Client Support portal.

Other Information

Regular Service Hours

Our Regular Service Hours are Monday through Friday, excluding observed holidays:

  • 8 a.m. to 6 p.m. Eastern Standard Time
After Hours/Emergency Support

You may reach our After Hours and Emergency Support line by calling our company number outside regular business hours; you will be prompted to press “9” to reach the first available technician. If you are not connected shortly, leave a message, which will automatically contact all support team leads.

Important: If you do not leave a message, no one will be contacted.

Holiday Coverage

Falcon observes the following holidays:

  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • The Friday immediately following Thanksgiving
  • December 24th through 26th
  • December 31st
  • New Year’s Day