Service Level Agreement

This agreement describes the support and availability commitments we make for each plan. We publish conservative targets and aim to beat them.

Support response times

Response time is measured from when your request reaches us during business hours to our first human reply.

• Free and Starter — best-effort, via email and the contact form.
• Professional — within 1 business day, on a prioritized queue.
• Ultra — within 4 business hours, with a named contact.

Business hours are Monday to Friday, 9:00–18:00 in your account's time zone, excluding public holidays.

Availability

We target high availability across all paid plans. A formal uptime guarantee and a public status page accompany our production infrastructure; until then we commit to the response times above rather than an uptime percentage we cannot yet measure and honor honestly.

Scheduled maintenance

When maintenance may cause downtime, we give advance notice and schedule it outside business hours whenever possible.

Reaching support

Write to us at support@nexuspm.com or use the in-app support channel on your plan. Ultra customers also have a named contact for direct, prioritized help.