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Report an issue, ask a question or tell us what you want changed. We review your account and the work involved, then confirm the next step and whether it is covered or needs a written quote.
Your service supports the system and responsibilities included in your agreement. When you report a problem, we review the account, the cause and the affected work.
New requests, changes and issues outside that scope may need a separate quote. We explain the treatment before chargeable work begins.
Reporting a fault never requires an upgrade. If the investigation reveals new work or an account-level requirement, we explain it separately.
Use the help library and, where available in your account, Ask AI to understand the tools and prepare your next step. Your account features and permissions determine what you can edit.
If a setting or workflow is managed by our team, send a request rather than working around the restriction.
This is appropriate when you do not have time, or technical capacity to make supported changes yourself.
Tell us the result you need. We review what your service supports, identify any dependencies and explain the cost treatment. If a quote is needed, work begins after your written approval.
If you regularly need changes or want more of the day-to-day handled for you, Managed may be a better fit. Together, we define what our team operates, the routine work included and the capacity you need. Larger projects and campaigns are discussed separately.
Proactive done-for-you work is a separately selected service. It is not included by default; it may be expressly bundled in a written agreement above the base level.
Use New Request for an issue, question or change in an existing service. Browse the guides when you want to work through it yourself. Review the service details when you are considering a larger change.
Your Duck & Shark website login and Pondo login are separate. Signing into one does not sign you into the other.
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