Duck & Shark / Help & Support
Report an issue, ask a question or tell us what you want changed. We review your account and the work involved, then confirm the next step and whether it is covered or needs a written quote.
Something already broken? See what your service covers
Changing email or text settings? Read the message guide
Your service supports the system and responsibilities included in your agreement. When you report a problem, we review the account, the cause and the affected work, then tell you which of these it is before any chargeable work begins.
If the investigation reveals new work or an account-level requirement, we explain it separately, and nothing chargeable starts without your written approval.
Support is not unlimited staff time. Response handling follows your service terms and written agreement; we do not offer unlimited staff time at any level.
Start with whichever fits the moment. You can use more than one: most people look it up first, then send a request when a change is managed by our team or needs more time than they have.
Do it yourself
Use the help library and, where available in your account, Ask AI to understand the tools and prepare your next step.
Your account features and permissions determine what you can edit. If a setting or workflow is managed by our team, send a request rather than working around the restriction.
Ask us to handle one change
This is the right route when you do not have the time or technical capacity to make a supported change yourself.
Tell us the result you need. We review what your service supports, identify any dependencies and explain the cost treatment. If a quote is needed, work begins after your written approval.
New builds beyond your plan's initial allowance are priced by build level.
Hand over more of the day-to-day
If you regularly need changes or want more of the day-to-day handled for you, Managed may be a better fit. Together, we define what our team operates, the routine work included and the capacity you need.
Managed from $1,500 per month
Ongoing service — later changes, monitoring and tuning — starts at .
The written operating scope defines capacity and what is included. There is no unlimited staff time.
Proactive done-for-you service is a separately selected, tier-scaled add-on. It is included only when the written agreement says so.
These rows match the pricing comparison. Where a row is not stated for a plan, it is not assumed. Managed is defined by the scope you agree in writing rather than by a fixed feature list.
| Help | Growth | Pro | Managed |
|---|---|---|---|
| Ask AI and Ari AI | Within your account configuration | Within your account configuration | Within your account configuration |
| Self-service automations | Included | Included | Agreed hands-on operation and tuning |
| Onboarding | One onboarding call | One onboarding call | Onboarding engagement, from $500 |
| Done-for-you help at setup | Not included | Partial, then priority handling | Routine work within the agreed capacity |
| Proactive done-for-you service | Not offered | Not offered | Separate tier-scaled add-on |
| Discounts on approved builds above River (Levels 6–10) | Not offered | Not offered | Where offered |
Use New Request for an issue, question or change in an existing service. It opens the Duck & Shark client area, which uses your Duck & Shark website login. That login is separate from your Pondocean login: signing into one does not sign you into the other.
Reporting a fault never requires an upgrade. We review the account, the cause and the affected work. Coverage is determined by your service terms and the cause of the issue; if the investigation reveals new work, we explain the cost treatment and ask for your written approval before any chargeable work begins.
Please don't. Your account features and permissions determine what you can edit. If a setting or workflow is managed by our team, send a request and we will make or explain the change.
No. Response handling follows your service terms and written agreement, and we do not offer unlimited staff time at any level. Managed defines its capacity in a written operating scope.
Ask AI is an in-account assistant available with eligible Pondocean access. It can help you understand a feature, organize a question or prepare what you need before making a change; it does not investigate your account or act on your behalf. Ari is the name for the platform's AI more generally, including assistants that answer customer conversations where your account includes them. Learn about Ask AI.
The message guide lists every message your account sends by email, text and other channels, which ones can change channel, and what changes if you turn email off.
Use New Request for an issue, question or change in an existing service. Browse the guides when you want to work through it yourself. Review the service details when you are considering a larger change.
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