Support
Help, from the people who wrote it.
A small team answering directly, with response targets we can actually hit. UK business hours, Monday to Friday.
What to expect
| Tier | Included | First response |
|---|---|---|
| Free | Email support, best effort | Usually within a few working days |
| Basic and Education | Email support | Target: one working day |
| Enterprise | Email support, named contact, help with deployment and validation | Target: same working day |
Free, Basic and Education are targets: what we aim for and usually beat, with no service credits behind them.
Enterprise is contractual. First response is a term of the service level agreement, with severity definitions, service credits if we miss, and the exclusions written down. Times there are business hours — 09:00–17:30 UK time, Monday to Friday, excluding weekends and England and Wales bank holidays.
Every route below raises a ticket with a reference in the form SHD-XXXXXX, emailed to you. Signed in, the whole conversation is in your account; replying to any of our emails reaches the same ticket either way.
Read it first
The manual covers installation, tutorials, every panel, and a troubleshooting section indexed by the error message you can actually see — because when something has gone wrong you have a string, not a category.
If a run is diverging, start with diagnosing a diverging run. It resolves most of what people write in about.
Email support
support@shd-sim.com reaches the people who build it. There is no ticket-deflection layer and no chatbot in front of it.
Free tier included. We answer free-tier questions because somebody evaluating the software is the same person who later buys it — but paid customers are answered first when both are waiting.
Bugs
Send it to support@shd-sim.com with the version number from Help → About, what you did, and what happened instead. A case that reproduces it is the single most useful thing you can attach.
Fixes ship in the next release and appear in the changelog.
Security issues
Email security@shd-sim.com rather than the general address. We acknowledge within two working days, we will not threaten you, and we will credit you if you want crediting. Full terms on the security page.
Billing
Invoices, receipts and payment methods are handled by Paddle, our merchant of record — there is a link to your billing portal in your account, and the terms of sale explain refunds and cancellation. Anything Paddle cannot resolve, email us.
What to send so we can actually help
The four things that resolve most tickets on the first reply
- The version, from Help → About.
- What you expected, and what happened instead.
- The solver log, or a screenshot of the residual plot if the run misbehaved.
- The case, if you can share it. If the geometry is confidential, a simplified case that still shows the problem is nearly as good — and often finding it answers the question by itself.
We do not need your geometry to answer most questions, and we never receive it automatically — see the privacy notice.
Before you write in
The FAQ covers licensing, hardware, offline use and what happens to your files — and the troubleshooting pages are indexed by the message on your screen.