Support Tiers

Nexudus currently offers two support tiers: Standard and Plus.

The Standard tier is the default support tier included in your Nexudus subscription at no additional cost.

Support Tiers Comparison

The table below helps you compare the features included in each support tier.

Standard Support Tier

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

It includes the following features:

Unlimited Knowledge Base Access

All Nexudus customers have full access to the Nexudus Knowledge Base that has over 700 help articles, including dozens of webinars and training videos.

Unlimited Email Support

You can get in touch with us as often as you need at support@nexudus.com. 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, the response time may be extended.

There is no cap or restrictions on the number of tickets you can send our way while on the Standard support tier.

*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).
For example, if you send your ticket on Friday at 4p.m BST, we may only get back to you by the next Monday.

Plus Support Tier

The Plus tier is a premium support membership that adds a £//€25 charge (per location) to your monthly Nexudus subscription.

For example, if you have 1 location, you will be charged £//€174 per month for the Plus tier membership.

The Plus tier includes the following features:

Unlimited Knowledge Base Access

All Nexudus customers have full access to the Nexudus Knowledge Base that has over 700 articles, including dozens of webinars and training videos.

Dedicated Support Agent

As a member of the Plus tier you will be assigned a dedicated support agent. Your support agent will be your main point of contact when you get in touch with us.

All your tickets will be handled and solved by them. They will also lead all the training calls you book via the Admin Panel.

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 support agent will give you a solution as soon as possible.

You can expect most of your tickets to be solved in 1 to 2 hours*, depending on the amount of troubleshooting required to solve the ticket.

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

*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).

Bi-yearly Review Calls with Senior Support Members

One of our senior support members will get in touch with you every six months to book a review call. This call is an opportunity to let us know about your future plans, discuss problems you've experienced, and generally share your feedback.

How to Upgrade to the Plus Support Tier

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

If you want to upgrade to the Plus tier, all you need to do is get in touch with us at support@nexudus.com and let us know when you'd like us to upgrade you to the Plus tier.

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