SUPPORT
Support Center
Choose the type of issue to reach the fastest route to a resolution. Each type lists examples so you can be sure you are in the right place.
SUPPORT CATEGORIES
Where your issue belongs
Each heading describes the kind of issue it covers, so a request reaches the right person the first time.
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Website & Store Support
Any issue with a website or online store SHARK delivered: a page not working, a content change, or a problem with orders.
Examples
- A page shows an error or will not open
- Changing a text, an image or a product
- A problem with a contact form or with orders
- The site is slow or loads with difficulty
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Software & Systems Support
Installation, setup and day-to-day operation of SHARK systems, plus activation problems and moving a licence to a new device.
Examples
- The system will not open, or stops unexpectedly
- A licence will not activate
- Moving the system to a new device
- A question about a step inside the system
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Domain & Hosting Support
Domains, hosting, email, security certificates, backups and renewals.
Examples
- Email is not sending or receiving
- A question about a domain or hosting renewal
- A problem with a security certificate
- Requesting a backup or a restore
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Existing Project Support
A question or a follow-up on a project currently running with us, or one already delivered.
Examples
- A question about a stage of the project
- A change request inside the agreed scope
- Receiving files or deliverables
- An addition outside the current scope
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Billing & Subscriptions
Questions about invoices, subscriptions, licences and renewals.
Examples
- A question about an invoice
- Renewing a subscription or a licence
- Updating billing details
- Stopping a renewal or changing a plan
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General Help
Anything else: an enquiry that does not sit clearly under one heading, or when you are not sure what the issue belongs to.
Examples
- Not sure where the problem lies
- A question before starting a service
- A question about your data and privacy
Working hours, response times and direct support channels will be published here once confirmed. We will not state a reply time before we can commit to it.
BEFORE YOU SEND
Four steps that shorten the fix
You do not have to do all four, but each one saves an entire round of questions.
- 01
Pin down what is happening
Write exactly what happens: the step before it, and the wording of any error message. This halves diagnosis time.
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Rule out a local cause
Try a different browser or network, and restart the machine. A large share of reports ends at this step.
- 03
Have the working details ready
The domain or system name, the device or operating system, and when the problem started. These details change how quickly it can be resolved.
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Capture the screen
A screenshot of the problem saves an entire round of questions. You will be able to attach one once request and attachment handling are switched on.
SUPPORT REQUEST
Support requests
SHARK CUSTOMERS
If you already work with us
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Your customer account
Once the customer account is live, every support ticket, invoice and subscription sits in one place, and each request is tracked from inside it.
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A ticket, not a message
A ticket carries a number, a state and a history. A request does not get lost in a message thread, and anyone on the team can pick up where a colleague left off.
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Without an account too
You do not need an account to ask for support: the form above reaches SHARK and returns a reference. The difference is that a ticket inside the customer portal keeps every reply and the whole history in one place, whereas a request sent without an account is answered on the email or phone number you gave.
COMMON QUESTIONS
Questions we are asked often
How do I request support right now?
From the form on this page. Fill in your details and describe the problem, and a reference appears as soon as you send it — that is your proof it arrived, so keep it. The SHARK team reviews requests and comes back to you on the email or phone number you gave. If you already have a customer portal account, opening a ticket there is better, because every reply then sits in one place.
Is support different from a new development request?
Yes. Support covers keeping what was delivered working as agreed. Any addition or change of scope is treated as a new request and quoted separately — and we say so upfront, not after the work.
Can I request support if I am not an existing client?
In principle yes, but not today: there is no working intake channel until contact is switched on. When it is, we will tell you plainly whether what you need is a paid engagement. We do not start work on a system we did not build without agreeing the scope first.
I forgot my account login details
The customer account itself is still in development, and the login page exists as an interface without authentication behind it. When it goes live, password recovery will be available from the login page.
When do you reply?
We will not publish a reply time before we can actually commit to it. Working hours and response targets will appear here once confirmed; if a figure appears anywhere else online, it did not come from us.
USEFUL LINKS
Things you may be looking for
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Download Center
Installers and updates, and the difference between public and customer downloads.
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Domains & Hosting
How we manage domains, hosting, email and renewals.
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SHARK Systems
What each system does, who it suits, and what it connects to.
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Search the site
Look for a service, a system or a kind of issue across the whole site.
Does your issue not fit any heading?
Send the details from the support form above and you will get a reference, or reach us directly from the contact page.