Contacting Support
seeshare offers several support channels — from the AI Assistant for self-service technical questions to direct email and a structured support form for platform issues. This article covers how to submit a support request, how to set the right priority, and what response times to expect based on your plan.
Contacting Support
seeshare provides multiple ways to get help, from AI-powered self-service to direct human support.
Support Channels
The AI Assistant is best for technical questions about vulnerabilities and remediation. Click AI Assistant in the sidebar, select a finding for context, and ask your question.
The Help & Support page is best for submitting support requests. Click Help & Support in the sidebar and fill out the support form.
For direct communication, email support@seeshare.io.
Submitting a Support Request
Choose a category that matches your issue: General Question for general platform inquiries, Bug Report for something not working as expected, Feature Request for suggestions, Billing Issue for payment, invoices, plan changes, or refunds, Security Concern for reporting a security issue with the platform itself, or Scanning Issues for scans failing, incorrect results, or scanner problems.
Set an appropriate priority. Low is for general questions and non-urgent feature requests. Normal is for standard issues that aren't time-sensitive. High is for issues affecting your ability to use the platform. Urgent is for critical issues — scans completely broken, security concerns, or billing emergencies.
When describing the issue, include what you were trying to do, what happened versus what you expected, the domain or scan affected, any screenshots or error messages, and steps to reproduce the issue.
Click Submit and you'll receive a confirmation. The support team will respond based on your priority level and plan.
Response Times
Essential plan: Low and Normal priority requests are responded to within 48 hours, High and Urgent within 24 hours. Professional plan: Low and Normal within 24 hours, High and Urgent within 4 hours. Sales and Sales Pro: all priorities within 4 hours via a dedicated account manager.
Tips for Faster Resolution
Choose the right category to route your request to the right team. Include specifics — domain URLs, scan IDs, timestamps, and error messages help diagnose issues faster. Check the FAQ and Troubleshooting guide first, as many common questions are already answered there. For technical questions about specific findings, the AI Assistant often has the answer immediately.