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Contact support

Last updated on Jun 06, 2026

In one paragraph

We are reachable through several channels, depending on your plan and your urgency. This article tells you which channel to pick, what to include, what we never ask for, and how to escalate when needed. The fastest path is always the support widget on docs.nexcyber.eu and in the workspace.

Channels at a glance

Channel What for Speed
Support widget Default · Captain Nex AI L0 + human handoff Captain instant, human per SLA
support@nexcyber.eu Email handoff with attachments Per SLA
security@nexcyber.eu Vulnerability reports RFC 9116 timelines
trust@nexcyber.eu DPA, sub-processors, residency Business hours
legal@nexcyber.eu Contracts, legal matters Business hours
Status page Platform incidents and maintenance Real-time
Phone / dedicated channel Contractual Strategic / Command Per contract

The widget — the default path

The support widget lives bottom-right on docs.nexcyber.eu and inside the workspace. Captain Nex (our AI compliance copilot) picks up immediately. It answers most questions about :

  • The platform (scope, assessment, evidence, reports, MRCC, Trust Passport).
  • Plan / module / add-on choices.
  • EU regulation basics in product-perspective (CRA, NIS2, AI Act, DORA, RED Cyber).

Captain Nex does not give legal interpretation for a specific case. When the question crosses that line, Captain hands off to a human regulatory expert per your SLA.

Email

support@nexcyber.eu lands in Chatwoot and routes automatically based on the topic detected (regulatory, billing, security, general). Attachments are fine; large files (over 25 MB) should be uploaded via the workspace evidence flow instead.

Structured ticket form

On the in-app /support page (when wired by Steve), a structured form lets you specify :

  • Topic : Platform usage / Regulatory triage / Evidence or SBOM / Reports or MRCC / Billing / Security / Other.
  • Urgency : P1 (major function blocked) / P2 (significant friction) / P3 (question or configuration) / P4 (feedback or feature idea).
  • Customer ID : auto-filled from your session.
  • Summary : optional one-liner.

Submitting the form creates a conversation with your SLA pre-applied per your plan tier. See the Support plans and response targets article for the matrix.

What to share for a fast answer

When you open a conversation :

Customer ID:  CUS-…-…
Plan:         <plan_name>
Topic:        <e.g., MRCC generation blocked>
Priority:     <P1 / P2 / P3 / P4>
Expected:     <what would a good outcome look like for you?>
Steps:        <how we can reproduce or follow your context>

That is enough. If you have a Support Code, paste it on a separate line — it activates priority routing without exposing it to other participants in your account.

What we never ask

  • Your password.
  • Full card numbers.
  • Personal data unnecessary to help.
  • Files containing regulated content out of scope (classified, defence) — do not upload them.

When to use which channel

  • Quick question → widget (Captain Nex first).
  • Bug with attachments → widget or email.
  • Billing dispute → widget, tag "billing".
  • Vulnerability → security@nexcyber.eu (encrypted email if possible).
  • DPA / DPIA / sub-processors → trust@nexcyber.eu.
  • Contract / legal → legal@nexcyber.eu.
  • Incident affecting many customers → status page is canonical; the widget acknowledges with a pointer.

Escalation

If a conversation is not progressing per your SLA :

  1. Reply with #escalate and a one-line reason. Captain Nex tags it; a senior agent picks it up.
  2. Portfolio+ : message your named contact directly (their handle is in your welcome email).
  3. Command / Strategic : your named lead carries an emergency channel.
  4. P0 platform outages : we proactively contact you; status page is canonical.

We do not penalise escalation. We monitor escalation rate as a signal of where the SLA model needs review.

Sensitive regulatory questions

"Am I legally compliant?" is not a question we answer. NexCyber provides readiness analysis + gap assessment ; final legal compliance may require lawyer / notified-body review. Sensitive regulatory questions are flagged for human regulatory triage.

When a conversation crosses into legal interpretation territory, Captain Nex hands off, the conversation is labelled needs-regulatory-review, and a regulatory reviewer picks it up. We never invent a legal answer.

Response targets

See Support plans and response targets for the matrix per plan and per priority.

Multi-language

Captain Nex replies in the language of your first message and stays in it for the conversation (EN, FR, DE, ES, IT). Human responses follow the same convention. If you switch language mid-conversation, we follow.

After resolution

  • We send a CSAT survey (one click). Your feedback drives macro refinements and HC article updates.
  • We mark the conversation resolved. It remains in your history; you can reopen with #reopen.
  • If the resolution exposed a documentation gap, we add needs-doc-update and the article is improved in the weekly doc loop.

What contact support does NOT do

  • It does not replace your billing portal for self-service plan changes.
  • It does not provide legal advice for your specific case.
  • It does not issue conformity certificates.
  • It does not create or modify regulator filings on your behalf.

Related articles

Next step

Open the widget on docs.nexcyber.eu. Captain Nex picks up immediately; a human follows per your SLA.