Contact
Talk to a person.
SHD Systems is small enough that these all reach someone who can actually answer. No ticket portal, no chatbot.
Where things go
Anything else
Questions about the product, whether it will do the thing you need, or when something ships.
hello@shd-sim.comSeats, pools and invoicing
Floating pools past twenty seats, purchase orders, department and course licences, and procurement questionnaires.
sales@shd-sim.comSomething is wrong
A licence that will not activate, a device you cannot deactivate, a crash.
support@shd-sim.comVulnerability reports
Acknowledged within two working days. See the security page for what to expect.
security@shd-sim.comLicensing and terms
The EULA, third-party source requests, and anything a solicitor sent you to ask.
legal@shd-sim.comWhat to expect on response times.
- Free — usually within a few working days
- Basic and Education — target of one working day
- Enterprise — target of same working day, contractual
The first two are targets we publish and usually beat. Enterprise is a term of the service level agreement, with service credits if we miss it.
Everything gets a reference.
SHD-4K2P9X emailed to you. Reply to that email and it reaches the same ticket. If you have an account, the conversation is also in your support history.Send us a message
Goes straight to the address for whatever you pick — no ticket queue in between.