Support
Need help? Start with the fastest channel for your plan tier.
Contact channels
Section titled “Contact channels” Live chat Fastest route. Available from the panel 24/7.
Email For billing, invoices, refunds. Include your invoice ID.
Sales Custom plans, volume pricing, Enterprise SLAs.
Partnerships Affiliate and reseller programs.
Response times
Section titled “Response times”| Plan tier | Live chat first response | Email first response |
|---|---|---|
| Starter / Basic | Best effort, usually under 2 hours | 24 hours |
| Growth / Business | Under 30 minutes during business hours | 8 hours |
| Scale / Advanced / Pro | Under 15 minutes, 24/7 | 4 hours |
| Enterprise | Under 5 minutes with dedicated Slack channel | 1 hour, named account manager |
Business hours are Monday to Friday, 09:00-21:00 UTC. Weekend coverage is available on Scale and above.
| Plan tier | Uptime SLA |
|---|---|
| Starter through Growth | Best effort (typically 99.5%+) |
| Business through Pro | 99.9% monthly uptime, no formal credit |
| Enterprise | 99.9% with service credits per the signed contract |
Service credits on Enterprise are calculated against monthly spend and paid as account credit on the next invoice.
Status page
Section titled “Status page”Real-time service status and incident history at status.shifter.io. Subscribe via email or RSS to get pinged on incidents before they affect your scrapers.
Sub-services tracked:
- Residential Proxies gateway
- ISP Proxies IPs
- Web Scraping API
- SERP API (Google, Bing, Yandex, Amazon)
- Panel and auth
- Billing and payments
When to open a ticket vs. when to use live chat
Section titled “When to open a ticket vs. when to use live chat”Live chat is the right channel for:
- “My proxy is returning 407, here is my request”
- “I can’t find my API key”
- “Why is my Amazon scrape returning 502?”
Email is the right channel for:
- Refund requests (include invoice ID)
- Custom plan inquiries
- Security / compliance questions
- Bulk IP replacement (ISP Proxies)
Before you open a ticket
Section titled “Before you open a ticket”Quick self-service checks:
- Troubleshooting - eight common patterns and their fixes.
- Billing & Pricing - refunds, invoices, payment methods.
- FAQ on your product page - each product has its own curated FAQ.