Service Requests Guide (Email-Only)

SkyFox Swings currently handles every service request by email.

Gather your install details, document the issue, and message support@skyfoxswings.com—one email thread drives the entire repair, maintenance, or upgrade process. Expect an acknowledgement within 2 business hours during the team’s 10 a.m.–10 p.m. Eastern window, a troubleshooting plan inside 24 business hours, and scheduling or part shipment within 3–5 business days.

When to Email Support

• Load-bearing concerns such as frayed webbing, stretched seams, or hardware with rough edges.
• Motion issues including noisy swivels, uneven swing, or anchors that feel loose.
• Textile refresh needs: professional cleaning coordination, replacement panels, seasonal fabric swaps.
• Upgrade requests for stands, lighting, or sensory add-ons that integrate with your existing swing.
• Concierge install check-ins: verification that planned layouts or rigging changes meet SkyFox specs.

Prep Checklist Before You Hit Send

• Photos or a short video (15–20 seconds) clearly showing the issue.
• Your setup facts: ceiling type or stand, install date, anchor map, any third-party hardware.
• Order reference: order number, SKU, or invoice—anything that ties the swing back to your purchase.
• Availability windows: two or three time slots for live video walkthroughs or, if needed, on-site technician visits.

How to Structure the Email

Subject line: Service Request – [Type] – SFX#[OrderNumber] (e.g., Service Request – Repair – SFX#4821).

1. Your contact info and preferred reply method.
2. Request type (Repair, Maintenance, Upgrade, or Concierge Install).
3. Summary of the issue plus any immediate safety steps you’ve taken (e.g., “swing currently offline”).
4. Attachments: photos, videos, anchor map, receipts.
5. Desired outcome or questions (replacement parts, inspection, remote coaching).

Response Timeline Once You Email

• 0–2 business hours: Auto or human acknowledgement with a ticket reference code.
• Within 24 business hours: Remote specialist reviews your materials, issues safety guidance if needed, and outlines next steps (DIY fix, replacement part, or technician scheduling).
• 3–5 business days: Logistics team ships approved parts or confirms on-site/virtual appointment slots.
• After completion: You receive a care recap, updated maintenance log suggestions, and future inspection reminders.

Escalation & Follow-Up

• No separate emergency number exists; the support@skyfoxswings.com inbox is the official escalation path.
• If something feels urgent (e.g., suspected structural compromise), lead your subject line with URGENT and detail any temporary safeguards you’ve applied.
• If 24 business hours pass without a substantive reply, forward your original email with “Second Request” appended to the subject to bump it in the queue.

FAQs

• Do I need to box and ship the swing? Most textile swaps ship to you; rigging issues are handled remotely or via a field technician.
• Are repairs free? Warranty-covered fixes and proactive safety inspections are complimentary; out-of-warranty work includes a quote for your approval.
• Can I install third-party accessories? Email support first—SkyFox will confirm compatibility or recommend certified alternatives.

Keep Your Swing Session-Ready

A concise, well-documented email speeds up every service request. Save support@skyfoxswings.com, maintain a running install log, and reach out at the first sign of wear so your SkyFox Swing stays as safe and sumptuous as day one.

Research note: No public SkyFox service portal or hotline was available; guidance reflects the current email-only workflow paired with best practices for premium suspension gear.