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SubnetSlingerFor Network Cowboys
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The sheriff's office

Support

Email sheriff@subnetslinger.com. A real engineer reads it. We are a small shop in Oregon — not a 24/7 helpdesk — and we answer weekdays, Pacific Time, usually within one business day.

What we help with

  • Install, Microsoft Store / download, and sign-in codes
  • Free tier vs Pro, trial, and “I paid but it didn’t unlock”
  • A tool that disagrees with ping, traceroute, or snmpwalk on the same machine
  • Crashes, with the app version and OS
  • Backup & restore, and moving the Vault to a new machine
  • Refunds (see below)

We do not design your campus network, debug gear you are not authorized to touch, or recover Vault secrets from a lost or wiped machine — your secrets and passphrase never leave your machine, so we have nothing to recover them from.

Report a bug

Send sheriff@ a note with: app version (or Store version), Windows / macOS / Linux / phone OS, what you clicked, what you expected, what happened, and a screenshot if it helps. Do not paste Vault contents, API keys, or production passwords.

Fixes ship the same way the first release did — reviewed and lab-checked — so a patch does not become a new problem. We would rather be a day slower than ship a hot mess.

New computer, backups, Vault

Sign in on the new machine and Pro turns back on. Your work does not live in the cloud — restore it from the backup file in the app’s File menu (inventory, incidents, runbooks, maps, and the rest listed on the Privacy page).

Vault secrets are left out of the backup on purpose. How the Vault file itself travels depends on your OS — on Windows you can optionally bind it to the device (then a copy won't open on another machine); on macOS it travels with your normal backups; on Linux it's a passphrase-protected file you can move yourself. Your passphrase is what unlocks it either way, so on a new box restore it the way your OS backs things up, or re-enter those secrets. SSH host keys are also left out of backup so you re-confirm fingerprints. That is safety, not a lost license.

Refunds

Bought Pro through Stripe (the usual desktop checkout)? Email us within 14 days of purchase and we will refund it and switch the license off. Tell us the email you paid with.

The mobile apps (iPhone, iPad, Android) are free — there's nothing to buy or refund in an app store. Pro is desktop-only and sold through Stripe, so every refund goes through us.

Full legal wording is on the Terms of Use.

Docs

Tool-by-tool help lives in Docs, including Getting started.