Support
Published on 2026-10-17
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 round-the-clock 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.
Questionnaires beyond the Provider’s existing standard responses, custom audit work beyond Clause 13.2 of the DPA, and bespoke export or migration work are subject to fees quoted and agreed before work begins. No charge applies to assistance required of the Provider as a processor under UK GDPR or to work caused by the Provider’s own breach.
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 account compromise to contact@shinobiops.ai with a security-report subject line. Report vulnerabilities to contact@shinobiops.ai following /security/. 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.