Contact Support
When you need help beyond what our documentation provides, our support team is here for you. This guide explains how to reach us and get the fastest resolution.
Support Channels
Email Support
Best for:
- Detailed questions
- Non-urgent issues
- Account-related requests
- Feature requests
Response time: Within 24 hours on business days
In-App Support
Access support directly from Shorebird OS:
- Click the ? icon in the bottom-right corner
- Select Contact Support
- Describe your issue
- Submit
Benefits:
- Automatically includes account info
- Attach screenshots easily
- Track your ticket status
Before Contacting Support
Help us help you faster by trying these first:
1. Check Documentation
Many questions are answered in our docs:
- Common Issues
- Sync Problems
- Use the search function
2. Try Basic Troubleshooting
- Refresh the page
- Clear browser cache
- Try a different browser
- Check your internet connection
3. Check Status Page
Visit our status page to check for known outages:
- status.shorebirdos.com
- Subscribe to updates
- Check scheduled maintenance
What to Include in Your Request
Help us resolve your issue quickly by including:
Required Information
| Information | Why We Need It |
|---|---|
| Your email | To identify your account |
| Description of issue | What's happening |
| Steps to reproduce | How to recreate the problem |
| When it started | Timeline helps diagnosis |
Helpful Additions
| Information | How to Get It |
|---|---|
| Screenshots | Take screenshots of errors |
| Browser & OS | Chrome 120 on Windows 11 |
| Error messages | Exact text of any errors |
| What you've tried | Troubleshooting steps taken |
Example Support Request
Good request:
"I can't connect my Gmail account. When I click 'Connect Gmail,' a popup appears but closes immediately without completing. This started yesterday. I've tried clearing cache and using incognito mode. I'm using Chrome 120 on macOS 14. Here's a screenshot of where it fails."
Less helpful request:
"Gmail doesn't work."
Ticket Priority
We prioritize tickets based on:
| Priority | Criteria | Target Response |
|---|---|---|
| Critical | System down, data loss | 2 hours |
| High | Major feature broken | 4 hours |
| Medium | Feature impaired, workaround exists | 24 hours |
| Low | Questions, minor issues | 48 hours |
What Qualifies as Critical
- Cannot access Shorebird OS at all
- Data appears to be missing or corrupted
- Security concern
What Happens After You Contact Us
1. Ticket Created
You'll receive an email confirmation with:
- Ticket number
- Link to track status
- Expected response time
2. Initial Response
A support team member will:
- Review your issue
- Ask clarifying questions if needed
- Provide solution or next steps
3. Resolution
We'll work with you until:
- Issue is resolved
- Workaround is provided
- Issue is escalated if complex
4. Follow-Up
After resolution:
- We confirm issue is resolved
- Ticket is closed
- You may receive a satisfaction survey
Tracking Your Tickets
View Open Tickets
- Click ? → My Support Tickets
- See all your tickets
- Check status and responses
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | Awaiting our response |
| Pending | Awaiting your response |
| In Progress | Being actively worked on |
| Resolved | Solution provided |
| Closed | Ticket complete |
Responding to Tickets
Reply via:
- Email reply to ticket notification
- In-app ticket view
Account & Billing Support
For account-related issues:
Account Management
- Password reset issues
- Account access problems
- Team member questions
- Permission requests
Contact: support@shorebirdos.com
Billing Questions
- Invoice questions
- Payment issues
- Plan changes
- Subscription cancellation
Contact: billing@shorebirdos.com
Enterprise Support
Enterprise customers have additional options:
Dedicated Support
- Assigned account manager
- Direct contact channels
- Faster response times
Priority Support
- Phone support available
- Screen sharing sessions
- Escalation paths
Contact your account manager or email enterprise@shorebirdos.com
Feature Requests
Have an idea for Shorebird OS?
Submit a Request
- Email feedback@shorebirdos.com
- Describe the feature
- Explain how it would help
- Include any mockups/examples
Request Tracking
- We review all requests
- Popular requests are prioritized
- We may reach out for details
Support Hours
Standard Support
- Monday - Friday
- 9 AM - 6 PM EST
- Excluding US holidays
Emergency Support
Critical issues affecting:
- System access
- Data integrity
- Security
Monitored 24/7 via emergency@shorebirdos.com
Tips for Faster Resolution
- ✅ Be specific about the issue
- ✅ Include screenshots
- ✅ Mention browser and OS
- ✅ List what you've already tried
- ✅ Check spam for our responses
- ✅ Respond promptly to our questions
Feedback
We value your feedback on:
- Our support experience
- Documentation quality
- Product improvements
Share anytime at feedback@shorebirdos.com