Support

One address, read by a person: support@ontoshire.com. There is no ticket portal to sign into and no bot in front of it.

What to include#

Anything you can give us shortens the round trip. Most useful, in order:

your GitHub username, and the organisation if the problem involves a shared ontology;
the ontology as owner/repo, and the version tag if it matters;
what you expected to happen, and what happened instead;
the exact error text, if there was one, rather than a description of it.

How quickly we reply#

We aim to answer within one business day, and usually sooner. That is what we try to do, not a service level agreement: none of our plans carry one, and we would rather say so plainly than imply a guarantee we have not sold you. If you need contractual response times, that is an Enterprise conversation.

Billing#

Subscription, invoice, cancellation and refund questions all go to the same address. Before writing, the cancellation and refunds page may already answer it — particularly what happens to private ontologies when a plan ends, which is the question we expect most often.

Security#

If you believe you have found a vulnerability, email support@ontoshire.com with the details and please give us a chance to fix it before publishing. We will confirm receipt, keep you informed, and credit you if you would like that. We do not currently run a paid bounty programme.

Account and data requests#

To get a copy of your data, correct it, or have it deleted, email us and we will respond within one month, as set out in the privacy policy.

Last updated 2 September 2026.