Contact Surmado
2 min read
Contact Surmado
Need help? Have questions? We’re here.
Email Support
Primary contact: hi@surmado.com
Response time: Usually within 24 hours on business days (Monday-Friday, 9am-5pm PST)
What We Can Help With
Product Questions
- How Scan, Signal, or Solutions work
- Which product is right for your business
- How to read your reports
- What specific findings mean
Technical Support
- API integration questions
- Webhook setup and debugging
- Report delivery issues
- Credit and billing questions
General Inquiries
- Partnership opportunities
- Press and media requests
- Feature requests
- Feedback and suggestions
What to Include in Your Email
Help us help you faster by including:
For report questions:
- Your intelligence token (found at bottom of report)
- Specific page or finding you’re asking about
- What you’ve already tried
For API questions:
- Endpoint you’re calling
- Request and response (redact sensitive data)
- Error message if applicable
For billing questions:
- Email address on your account
- Date of purchase
- Invoice number if you have it
Self-Service Resources
Before emailing, check if your question is answered here:
Common Questions
- What is Surmado?
- Which product should I use?
- First Scan report, now what?
- Understanding your Signal report
- Understanding your Scan report
- AI Search FAQ
Technical Documentation
Guides
No Sales Calls or Demos
We keep things simple.
What we don’t do:
- Sales calls
- Product demos
- Discovery calls
- Onboarding calls
Why: You can buy a report for $25 in about 2 minutes and see the value immediately. No need to schedule a call.
Everything you need to know is in the reports and this help center.
If you still have questions after reading the docs, email us.
API and Developer Support
For technical integration questions:
Email: hi@surmado.com
Include:
- What you’re trying to build
- Which endpoint(s) you’re using
- Code sample (if relevant)
- Error messages
We’ll respond with specific guidance.
Documentation:
Bug Reports and Feature Requests
Found a bug?
Email hi@surmado.com with:
- What you expected to happen
- What actually happened
- Steps to reproduce
- Screenshots if helpful
We’ll investigate and follow up.
Feature request?
Email hi@surmado.com with:
- What you want to do
- Why it matters for your business
- How you’d use it
We read every request. We can’t build everything, but we prioritize based on what helps the most people.
Refunds and Billing
Automatic refunds:
If a report fails on our side, we automatically refund your credits. No ticket needed.
Manual refund requests:
Email hi@surmado.com within 7 days of purchase with:
- Email address on your account
- Which report(s) you’re requesting a refund for
- Why (helps us improve)
We handle refunds case-by-case. We’re reasonable.
Press and Media
Press inquiries: hi@surmado.com
What we can provide:
- Company background and mission
- Founder quotes and interviews
- Product demos and screenshots
- Data and research insights
Response time: Usually same day for press inquiries.
Partnerships
Agency partnerships:
Email hi@surmado.com if you want to:
- Resell Surmado reports to your clients
- White-label integration (we don’t offer this yet, but want to know if there’s demand)
- Bulk pricing for 50+ reports/month
Technology partnerships:
Email hi@surmado.com if you want to:
- Integrate Surmado into your platform
- Build on our API
- Co-market to shared audiences
Social Media
We’re not very active on social, but you can find us:
Twitter/X: @surmado LinkedIn: Surmado
Best for: Following product updates and research we publish
Not good for: Urgent support questions (use email instead)
What We Don’t Do
To save you time:
We are not:
- An AI listing service (we can’t submit your site to ChatGPT or any AI)
- A link building service
- A content writing service
- An SEO agency
- A subscription SaaS (we use credits, not subscriptions)
We are:
- An AI orchestration company for small businesses
- SEO and AI visibility testing tools
- Report-based, not dashboard-based
- API-first for developers who want to integrate
If you’re looking for the services we don’t offer, we’re not the right fit.
Response Expectations
Email response time:
- Business hours (M-F 9am-5pm PST): Usually within 4-8 hours
- Outside business hours: Within 24 hours
- Weekends: Within 48 hours
Complex questions: Some questions require deeper investigation. We’ll acknowledge your email quickly and let you know if we need more time to research.
No response? Check your spam folder. Our emails come from @surmado.com.
Still nothing after 48 business hours? Email again. Sometimes things get lost.
Quick links:
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- Submit: Get $25 credit (Signal, Scan, or Solutions)
- If accepted: Get an additional $25 credit ($50 total)
- Plus: Byline credit on this article