ShrikeHow to reach a person, and how fast we answer.
What to include so the first answer is the useful one, and the response target on each plan. Support is delivered by our own staff in the United States.
How to Reach Us
- Product and account questions: support@shrikesecurity.com, from the email address on your account.
- A security vulnerability: security@shrikesecurity.com, under the vulnerability disclosure policy. Please do not send it to support.
- Everything else, including sales and partnerships: info@shrikesecurity.com.
- Enterprise customers reach their named account engineer through the dedicated channel set up at onboarding.
Response Targets by Plan
| Plan | Channel | Response target | Includes |
|---|---|---|---|
| Community | GitHub issues on the open-source clients, and the documentation | Best effort, no response target | The published clients and the quick start |
| Pro | First response within 24 hours | Knowledge base and integration guides | |
| Team | Priority email | First response within 8 hours | Knowledge base and integration guides |
| Enterprise | Dedicated channel: Slack Connect or Microsoft Teams, plus email | First response within 4 hours | A named account engineer; onboarding, architecture review and compliance mapping assistance |
A target is the time to a first response from a person, not to a resolution. A subscription bought through Google Cloud Marketplace carries the support of the plan it is for. Plans are on the pricing page.
What to Include
- The email address on the account, and the agent id if the question is about one agent.
- The session or scan ids from the Activity screen, and the time window. Ids are enough: please do not paste prompt content, file contents or credentials. Safe interactions are kept as a hash and metadata, so we could not read the content back even if you sent it.
- The integration and its version: the Claude Code plugin, the MCP server, an SDK, or the gateway.
- What you expected, what happened instead, and whether it happens every time.
Health, Billing, and the Open-Source Clients
Service Health
The platform's health check answers at any time, without a login, at api.shrikesecurity.com/agent/health. It reports the service and its database connection. If it answers and your integration does not, the request and its ids are what we need.
Billing and Google Cloud Marketplace
A subscription bought through Google Cloud Marketplace is managed in the Google Cloud console, under Marketplace orders, and billed to your Google Cloud account. For an entitlement or a plan change, write to support from the email address on the account with the Google Cloud billing account id. Subscriptions bought directly are managed from the dashboard's settings.
A Bug in a Client
The clients are open source. Open an issue on the repository: shrike-mcp, shrike-guard-js, shrike-guard-python or shrike-guard-go.
Before You Write
Most questions are answered in the documentation: the quick start, the MCP server guide, the SDK docs, the API reference, and the agent scope guide. The learn section explains the concepts, the glossary the words, and the trust center covers data handling and compliance mapping.