Support, Service & Reliability

Fast, friendly, and knowledgeable support when you need it. Plus uptime guarantees, SLAs, and proactive monitoring to keep your team running.

How to Reach Us

All plans: Email support with typical response within 24 hours.

Professional & Enterprise: Priority chat support, 9am–6pm ET, Mon–Fri.

Available in-app after sign-in

Enterprise only: 24/7 phone support with dedicated account manager.

Contact your account manager for direct line

We take availability seriously. Here's what you can expect.

99.9%

Uptime SLA

Professional & Enterprise plans

<2s

Median Response

API calls return in under 2 seconds

24/7

Monitoring

Proactive alerting & incident response

Scheduled Maintenance Windows

Announced 7 days in advance, limited to off-peak hours

Incident Response

Real-time status updates at status.shelfmind.io

Data Backups

Daily automated backups with 35-day retention

Disaster Recovery

Geo-redundant storage with automatic failover

Step-by-step guides for uploads, column mapping, analytics, exports, and team collaboration.

Common questions about pricing, PSA formats, data security, exports, and account management.

Watch 5-minute walkthroughs: first upload, column mapping, analyzing compliance, and sharing reports.

Real-time uptime monitoring, incident history, and scheduled maintenance notifications.

Our team is standing by to help. Reach out via email, chat, or schedule a demo.