Support
Updated 8 September 2026 · Version 2026-09-08
Contact support
For product help, billing questions, cancellation or an export request, email contact@shinobiops.ai or use /contact. Include your organisation and a short description so the request can be routed. Avoid sending passwords, access tokens or sensitive customer content in the initial message.
Where available, the in-product billing-management interface can manage cancellation. Cancellation normally prevents the next renewal and leaves access until the paid period ends, subject to the Terms. If you cannot use the interface, contact us before renewal.
Support scope and service levels
Support arrangements depend on the purchased offering. Dedicated support, custom integrations, development and migration work are included only where an Order says so. A response estimate is a target, not a guaranteed resolution time. No 24/7 support, availability percentage or fixed response deadline applies unless an SLA expressly provides it.
Customer-specific configuration, third-party outages and requests outside standard support may require separate agreement. Required privacy assistance and other statutory rights are not excluded by a Plan’s support tier.
Privacy and security
Send privacy requests or complaints to contact@shinobiops.ai, identifying the request as privacy-related. See /privacy#complaints for the complaint process. Report suspected compromise or a security issue to the same contact with a security-report subject line; ask for a secure channel before sending sensitive evidence.
Standard export is available on request for 30 days after termination, subject to earlier deletion. Statutory personal-data rights remain governed by the DPA and applicable law. See /tos#clause-21.