Support Tiers

Nexudus currently offers two levels of support: Standard Support and Support Plus.

Standard Support is the default included in your Nexudus subscription at no additional cost. You can subscribe to Support Plus at an additional cost to get faster support and extra perks.

Support Comparison

The table below helps you compare the features included in Standard Support and Support Plus.

Standard Support

Standard Support is included in your Nexudus subscription at no additional cost.

Standard Support includes the following features:

Unlimited access to our knowledge base

All Nexudus customers have full access to the Nexudus Knowledge Base that has over 1,000 articles, including dozens of webinars and training videos.

Unlimited Email Support

You can contact support at any time. Your tickets will be added to our general support queue and solved by one of our support agents on a first come, first served basis. You can expect most of your tickets to be solved within 24 hours*.

If your ticket is complex or requires troubleshooting from our technical team, you ticket may take longer to be solved.

There is no cap on the number of tickets you can send our way.

*You can expect this response time if you send your ticket within our working hours (Monday through Friday from 10AM to 6:30PM BST).
For example, if you send your ticket on Friday at 5PM BST, we may only get back to you by the next Monday.

Support Plus

Support Plus is a premium support membership that adds a €/$/£199 fixed charge and a €/$/£49 charge (per location) to your monthly Nexudus subscription.

For example, if you have 1 location, we'll charge you €/$/£248 per month for Support Plus.
If you manage 3 locations, we'll charge you €/$/£346 per month for Support Plus.

Support Plus includes the following features:

Unlimited access to our knowledge base

All Nexudus customers have full access to the Nexudus Knowledge Base that has over 1,000 articles, including dozens of webinars and training videos.

A dedicated support agent

You're assigned a dedicated support agent who's your main point of contact when you get in touch with us. You dedicated agent handles and solves all your tickets. They also lead all the training calls you book with us.

Priority email support

All your tickets are automatically sent to your dedicated support agent's inbox and flagged as urgent. Your tickets always skip the general ticket queue and your dedicated agent will provide a solution as soon as possible.

You can expect most of your tickets to be solved within 1 to 4 hours*, depending on the amount of troubleshooting required.

If your ticket is complex or needs to be escalated to our technical team, your dedicated agent will let you know and keep you updated as we carry out the necessary testing.

*You can expect this response time if you send your ticket within our working hours (Monday through Friday from 10a.m to 6:30p.m BST).

Chat with support agents

On top of priority email support, Support Plus customers can start chats with support agent directly from the Admin Panel. This chat is designed to answer simple questions and queries you may have on a daily basis.

If your question takes more than 10 minutes to troubleshoot, our Support team opens a ticket for you to investigate your issue further.

Bi-yearly review calls with a customer success manager

One of our customer success manager gets in touch with you every six months to book a review call. These calls are an opportunity to discuss your future projects and tackle any pain points you may have experienced.

How to Upgrade to Support Plus

All Nexudus customers automatically have access to all the features included in the Standard tier as part of their Nexudus subscription.

If you want to upgrade to Support Plus, all you need to do is contact support and let us know when you'd like to start using Support Plus.

Our support team will set up the upgrade in your account and introduce you to your dedicated support agent.