Support and Contact
Last updated: 2026-05-19
This guide explains how to get help with ShieldMyLot™. Different users have different paths to support based on their role.
The support model
ShieldMyLot uses a B2B support model. This means:
- Residents contact their property manager for help
- Drivers contact their company admin for help
- Property managers and company admins contact ShieldMyLot for platform-level issues
This structure exists because residents and drivers are end-users of a service their property/employer is paying for. The company that owns the relationship handles their day-to-day questions, and ShieldMyLot supports the company.
The exception: if you've identified a clear bug or security issue, anyone can report it directly to ShieldMyLot regardless of role.
For residents
If you live at a property using ShieldMyLot and you need help:
Contact your property manager first
Common questions a property manager can resolve:
- Approving your registration
- Adding new vehicles to your account
- Disputing a violation
- Setting up visitor passes
- Account password issues (they can request a reset)
- Questions about parking rules at your property
Your property manager's contact info is in:
- The QR code flier you received
- Your lease paperwork
- The property's leasing office
- Your resident portal (under property info)
When to contact ShieldMyLot directly
Only contact ShieldMyLot if:
- You've reported a serious bug that affects your safety or privacy
- You believe there's been a data breach
- Your property manager has been unresponsive for more than a week
- You've identified a security vulnerability
Email support@shieldmylot.com. Include your name, your property's name, and clear details of the issue.
For drivers
If you're a driver and you need help:
Contact your company admin first
Most driver issues are best resolved by your company admin:
- Login problems (password reset, locked account)
- Confusion about violation submission process
- Photo / video upload failures
- Camera permission issues
- Questions about exempt plates or visitor passes
- Questions about a violation you submitted
When to contact ShieldMyLot directly
Driver-direct contact to ShieldMyLot is uncommon but appropriate for:
- Clear bugs you've reproduced (e.g., "the photo upload button shows an error every time")
- Performance issues affecting your ability to work
- Security concerns
Email support@shieldmylot.com with: your name, your company's name, and reproducible details. Your company admin will be notified that you've reached out.
For property managers and company admins
You're ShieldMyLot's direct customer. We support you directly.
How to contact us
Email is our primary support channel. It works well because:
- It creates a written record both parties can refer to
- Allows attaching screenshots, files, or detailed descriptions
- Works around time zone differences
- Lets you write at your own pace, not on the phone
What to include in a support request
The more complete the initial message, the faster we can help. Include:
- Your company name
- Your role (company admin, manager, etc.)
- What you were trying to do (e.g., "add a new property")
- What happened instead (e.g., "the save button doesn't respond")
- What you've already tried (e.g., "tried refreshing, tried different browser")
- Screenshots if relevant
- Specific error messages (copy/paste exactly)
- Time the issue occurred (helps us search logs)
- How urgent (one customer affected vs. all operations stopped)
A complete first message often resolves issues in one round-trip. A vague "it doesn't work" requires several follow-ups to diagnose.
Response times by tier
ShieldMyLot's response time commitments vary by tier:
| Tier (Enforcement) | First response | Resolution target |
|---|---|---|
| Starter | 1 business day | Best effort |
| Growth | 4 business hours | 1 business day |
| Legacy | 1 business hour | Same day (business hours) |
| Tier (Property Management) | First response | Resolution target |
|---|---|---|
| Essential | 1 business day | Best effort |
| Professional | 4 business hours | 1 business day |
| Enterprise | 1 business hour | Same day (business hours) |
What "first response" means: You'll hear back within this window confirming we've received your message and have started looking. Complex issues may take longer to fully resolve, but you'll get an acknowledgment in the response time window.
What "business hours" means: Monday-Friday, 9 AM - 6 PM Central Time, excluding US federal holidays.
For after-hours emergencies, see "Emergency contact" below.
AI-powered docs search (Growth+ tiers)
Growth and higher tiers have access to AI-powered search across the ShieldMyLot help center. Type a question in natural language ("How do I issue a visitor pass for an extended stay?") and the search surfaces the relevant doc sections with direct answers.
This isn't a chatbot — it doesn't hold conversations or take actions. It's a smart way to find information faster than browsing or keyword search.
Use it for:
- Finding the right doc when you're not sure which section covers your question
- Quick answers to common operational questions
- Onboarding new staff who don't know the platform yet
The docs themselves are always available to all tiers — AI-powered search is the upgrade.
Video tutorial library (Legacy / Enterprise)
Legacy and Enterprise customers get access to a premium video tutorial library covering:
- Step-by-step walkthroughs of common workflows
- Best practices from experienced operators
- Edge case handling
- Quarterly updates with new content
Videos are useful for:
- Training new staff visually rather than asking them to read docs
- Refreshing your team on rarely-used features
- Sharing with property owner clients to explain your enforcement workflow
A subset of introductory videos is available to all tiers as part of the public help center. The full library is gated to the premium tiers.
Priority support (Legacy / Enterprise)
Legacy and Enterprise customers have access to priority support:
- 4-hour first response during business hours
- Same-day resolution targeting for issues that don't require engineering work
- Dedicated escalation path for production-blocking issues
- Quarterly check-in calls to review usage, address rough edges, plan for upcoming needs
- Scheduled video calls available on request for complex situations
If you're on a priority-support tier, you'll have additional contact details (escalation email, phone) in your service agreement.
Emergency contact
For genuine emergencies (active data breach, all operations blocked, security incident in progress), contact ShieldMyLot immediately:
Email: support@shieldmylot.com with URGENT in the subject line
Emergency response is best-effort outside business hours but prioritized within business hours. For non-emergency issues, the normal response time applies.
What counts as an emergency:
- Active security breach
- Data integrity issues affecting multiple customers
- Platform fully down
- Lost access to critical evidence with a legal deadline approaching
What doesn't count as an emergency:
- Single-user login issue (workaround: reset password)
- Cosmetic UI issues
- Feature requests
- Questions about how to do something
Reporting bugs vs requesting features
Bug reports
A bug is when something doesn't work the way it should. Examples:
- Button doesn't respond when clicked
- Error message appears but shouldn't
- Data displayed is wrong
- Workflow can't be completed
Bug reports should include:
- Clear reproduction steps ("1. Go to X. 2. Click Y. 3. Observe Z.")
- What you expected to happen
- What actually happened
- Screenshots or video if helpful
- Your browser and device
Bugs get triaged by severity and fixed in upcoming releases.
Feature requests
A feature request is when something works correctly but you'd like new functionality. Examples:
- "Can the platform support property-restricted driver scoping?"
- "Can we get an Excel export option instead of just CSV?"
- "Can we customize the violation types per property?"
Feature requests go into our backlog. We can't commit to specific timelines for any individual request, but we do prioritize requests that come from multiple customers or align with planned roadmap work.
If you have a feature you really need, let us know — we track demand patterns.
What ShieldMyLot doesn't support
Some things are outside ShieldMyLot's scope:
Legal advice We're not attorneys. We can't tell you how Chapter 2308 (or any other Texas law) applies to your specific situation. For specific legal questions:
- Texas Towing Association — Industry organization that may have resources for members
- Texas Department of Licensing and Regulation (TDLR) — Regulatory body for tow operators in Texas; provides licensing and compliance information
- A licensed Texas attorney — Especially for situations involving disputes that escalate beyond standard resolution, property owner disputes about authorization or signage, insurance or liability questions, significant business decisions affecting compliance posture, or multi-state expansion considerations
Don't navigate complex compliance situations without proper legal guidance.
Operational decisions We don't decide who you should tow, what your enforcement policy should be, or how to negotiate with property owners. Those are your business decisions.
Customer disputes between residents and operators Disagreements between a resident and a towing operator (or between a resident and a property manager) are between those parties — and, if it escalates, possibly the courts. ShieldMyLot is the operational support layer; we don't take sides in disputes between our customers' customers.
Custom development on demand We don't build custom features for individual customers as part of standard support. Enterprise-tier customers may have access to more flexibility — discuss specifics with us.
Training programs We provide help documentation (you're reading some now). We don't currently offer formal training programs or certification.
Common questions
My company admin isn't responding. Can ShieldMyLot help? We can't intervene in your relationship with your company. We can help you reset your own password or recover account access, but we can't override your company admin's authority over their account. If your company admin is unresponsive for an extended period, this is a business issue between you and your employer.
Can I get a phone number to call? We don't publish a general support phone number — email is the contact channel for most situations. Legacy and Enterprise customers can schedule video calls for complex situations. This may change as we scale.
Can I schedule a call to walk through something? For Legacy / Enterprise customers, yes — scheduled video calls are part of priority support. For other tiers, we'll do our best via email. If you really need a call, mention it in your request and we'll see what we can arrange.
How do I report a security vulnerability? Email support@shieldmylot.com with SECURITY in the subject line. We treat security reports as priority regardless of tier. Please don't publicly disclose vulnerabilities before we've had a chance to respond.
Can I give feedback that isn't a bug or feature request? Yes, always. Email us. We genuinely want to hear what's working and what isn't. ShieldMyLot is built by a small team that listens.
Next steps
- Set up your support contact in your account: Account Setup
- Review your security practices: Account Security
When in doubt, email support@shieldmylot.com.
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