How support works
Shamrock AI support is available to customers and partners with an active agreement. Use the form above to raise a ticket, or email support@shamrockus.ai. Intake is monitored around the clock and every request receives an acknowledgement within 2–4 hours with a reference to quote in follow-ups.
Contact support
Email: support@shamrockus.ai · Hours: 24×7 intake
Put the severity and a one-line summary in the subject, for example [Critical] SAP extraction failing in production. Raise one ticket per issue and keep the ticket reference in the subject on every reply. Remove credentials, tokens and personal data from screenshots and logs before sending.
Severity and response expectations
Critical — production unavailable, a material security incident, or widespread business stoppage. Escalated on arrival.
High — a major feature is unavailable and there is no reasonable workaround.
Normal — limited impact: a question, a configuration issue, or a defect with a workaround.
Low — a how-to question, a documentation request, or an enhancement suggestion.
Assign the severity you observe; Shamrock AI confirms or adjusts it on review. Acknowledgement and update targets by severity are governed by your executed customer support agreement.
Escalation
Use these routes when an issue is urgent, is not progressing, or concerns security.
Support team: Karthik Kolli · Rohith Chirrareddy — support@shamrockus.ai
Product escalation: Anuraag Nallapati — anuraag@shamrockus.ai
Executive escalation: Sarat Addanki — sarat@shamrockus.ai
Security issues: email support@shamrockus.ai with SECURITY as the first word of the subject. Security reports are routed on arrival and handled under the Shamrock AI Incident Response Plan.
Documentation and resources
Approved client-facing documentation is provided with your onboarding package and on request from support@shamrockus.ai:
Getting started — Shamrock AI Manual, Shamrock AI Documentation
Architecture — System Architecture, Agent Architecture, Data Flow
Deployment and operations — Deployment Guide, Operations Runbook, Service Catalog
Security and continuity — Security Model, Incident Response Plan, Business Continuity Plan
Frequently asked questions
I can’t sign in. Confirm your account is active with your administrator, then raise a ticket under Access or authentication with your username and the exact error.
How do I report a security concern? Email support@shamrockus.ai with SECURITY as the first word of the subject. Do not include exploit details in the body; we will contact you on a secure channel.
Where is my data processed? Data handling is described in the Shamrock AI Security Model and your agreement. Contact support for the current version.
Can I attach files to a ticket? Yes — reply to your acknowledgement email with screenshots or logs, with sensitive information removed.
How do I request a new integration or feature? Raise a ticket with the category Enhancement request. Requests are reviewed against the product roadmap.
When are releases scheduled? Release and maintenance notices are sent to your named contacts in advance. See Service status below.
Service status and releases
Planned maintenance, known issues and release notes are communicated by email to your named contacts. A public status page is planned; until it is live, contact support@shamrockus.ai for current service status.
Our Offices
Shillong, India
Ground Floor, MTPS Building, STP, Umsawli, Mawpat, East Khasi Hills, Shillong, Meghalaya, India, 793012
