Contact Support
We're here to help. Whether you have questions about your report, need technical assistance, or want to discuss your results, our team is ready to assist you.
Get in Touch
Have a question or need help? We typically respond within 24 hours on business days. For the fastest response, please include your Intelligence Token if your question is about a specific report.
Email Support
For general questions, report inquiries, and technical support:
hi@surmado.comInclude your Intelligence Token for report-specific questions. We respond Monday through Friday, typically within 24 hours.
Business Address
Surmado, Inc.
1301 North Broadway STE 32373
Los Angeles, CA 90012
United States
What to Include in Your Message
To help us resolve your issue quickly, please include:
- Intelligence Token - Found at the bottom of your report (e.g., SCAN-2025-12-ABC123)
- Website URL - The site you ran the report on
- Specific question or issue - What you need help understanding or resolving
- Screenshots - If applicable, showing any errors or confusing results
Frequently Asked Questions
How long does it take to receive my report?
Most reports are delivered within 15-30 minutes. Scan Pro reports analyzing 100 pages may take up to 30 minutes. Signal and Solutions reports typically complete in 10-20 minutes. You'll receive an email notification when your report is ready.
What is your refund policy?
We offer a 7-day money-back guarantee on all reports. If you're not satisfied with your report or experienced a technical issue, contact us at hi@surmado.com with your Intelligence Token and we'll process your refund within 3-5 business days.
Can I get help interpreting my report results?
Yes! We're happy to help you understand your report findings. Email us with your Intelligence Token and specific questions about your results. For detailed strategic guidance, consider our Solutions product which provides AI-powered analysis of your specific situation.
Do you offer agency or bulk pricing?
Yes, we offer volume pricing for agencies running multiple reports. Contact us at hi@surmado.com with details about your needs, and we'll provide custom pricing options. Our $1,000/month unlimited plan is popular with agencies running 10+ reports monthly.
Before You Contact Us
Check out our comprehensive FAQ page or browse our help documentation - you might find the answer you're looking for right away!
Response Time Expectations
- General inquiries: Within 24 hours on business days
- Technical issues: Within 24 hours, often faster for urgent matters
- Refund requests: Processed within 3-5 business days
- Legal inquiries: Within 5 business days
Business hours: Monday through Friday, 9 AM - 6 PM Pacific Time. Messages received outside business hours will be addressed the next business day.