Support for your admins and operators
We're glad to help. Whatever you've run into — an invitation that didn't arrive, access, tokens, your emergency fields or an API key — write to us and a person will answer.
Reach a person
One address for everything after you have signed up — faults, billing, tokens and access.
A shared Slack channel
A Slack Connect channel between your workspace and ours, for admins and operators who would rather ask there than write an email. It is the same support by the same people, held to the same response times as the mailbox. Ask for one through the address above and we'll set it up.
How quickly we come back
These are first-response times: how long before a person has read what you sent and told you what happens next. How long a fix takes depends on the fault, and this page does not put a number on it.
| Severity | What it means | First response |
|---|---|---|
| Critical | The service is unavailable, or emergency data cannot be reached at all | 4 business hours |
| High | A core function is broken; a workaround exists | 1 business day |
| Normal | A question, a configuration issue, a minor fault | 2 business days |
| Low | A request, a cosmetic issue, anything not blocking | 5 business days |
Business hours09:00–18:00 Dubai time (GST, UTC+4), Monday to Friday
The same times apply however you reach us — the shared channel is not a faster queue. The clock runs during business hours only.
Documentation
The documentation carries the detail this page does not — how the product works step by step, and the Integration API with it.
Manage your subscription
Cancel your subscription, change your card or download invoices in the billing portal. Sign in with the email address you used at checkout.
Prefer email? Write to contact@spherum.ae from an administrator's address.
Common questions
Someone didn't get their invitation.Check the address on the record and their spam folder, then send it again.Read the full answerClose
Check the address on the record for a typo, and ask the person to look in their spam or quarantine folder. If it isn't there, send the invitation again. If it still doesn't arrive, write to us with the workspace and the person's name and we'll trace it.
Someone has left. How do I remove their access?Archive them. Access ends at that moment, and the place is freed the same moment.Read the full answerClose
Archive the person in the sphere they belong to. Their access ends at once — your managers stop seeing their contacts — and the place they held is freed straight away rather than at the end of the month. Their emergency contacts are their own record and go with them: archiving takes away your company's access to it, not the record. The invoice for the period you are in still follows the highest number of people who held access during it, so the saving lands on the next one.
More tokens, or one that is lost or damaged.Add more to your subscription at any time. A replacement is a new token the person links themselves.Read the full answerClose
Tokens are an add-on to a live subscription, and you can add more to it at any time — tell us how many, in which form, and whose branding goes on them, and we will come back with a number. A replacement is a new token rather than a transfer: nothing is stored on the old one, so the person links the new one from their emergency sphere exactly as they linked the first, and unlinks the one they have lost or broken. If you would rather it were cut off at our end, send us the ID printed on it and it stops opening anything.
How do API keys work?Your own Admin issues them in Settings. The value is shown once and cannot be recovered.Read the full answerClose
An API key is issued by your company's own Admin, from Settings — we do not create, hold or hand out keys. The value is shown once, at the moment it is issued, and it is not kept anywhere it can be read back from: if it is lost the only route is a new one, and support cannot recover it for you. Rotating is issue then revoke, in that order — issue the new key, move the integration onto it, and revoke the old one once nothing is using it. The reference for your own workspace, with your spheres and your fields in it, is reached from a credentialed link inside the app rather than from anywhere public.
Can we change our emergency fields after people have filled them in?Yes, in Spheres. You can always add a field; once anyone has filled the sphere in, you can no longer remove or rename one.Read the full answerClose
Administrators change the template themselves, under Spheres. Adding a field is always safe: what people have already filled in is untouched, and the new field is simply empty until each of them fills it. Once anyone has filled in a sphere, the template freezes against narrowing — existing fields can no longer be removed or renamed, only added — so what your company asked for stays what every completed record holds.