Home Billing and Plans Support plans and response targets

Support plans and response targets

Last updated on Jun 06, 2026

In one paragraph

Every paid NexCyber plan includes support. We monetise criticality and urgency, not understanding the product. This article tells you what is included per plan, how response targets are computed, what Care services add on top, and how to escalate when you need to.

Included support per plan

Plan Support tier Channels Onboarding session Success motion
Free Self-service Help Center + Captain Nex — —
Starter Standard Widget + email — —
Launch Guided Widget + email 1 session included Quarterly check-in
Portfolio Priority Widget + email + scheduled call 1 session + named contact intro Quarterly Success Review
Command Enterprise Ops Widget + email + dedicated channel Multi-session + named lead Monthly review
Strategic Premium Success All + phone + QBR Pre-launch kickoff Dedicated success manager + QBR

Free-plan users get the public Help Center, the Captain Nex AI copilot on the widget, and a community read-only access (when launched). Paid plans unlock human support. This is the boundary; we do it to keep the bar high for paying customers and to keep the platform sustainable.

Response targets — what we commit to

We commit to First Response Time (FRT) and update cadence. We do not commit to a hard resolution time at the contract level — the conversation update cadence is the right primitive because resolution depends on the question.

Plan First response (BH) Update cadence P1 first response P1 update cadence
Starter ≤ 4h At agent discretion ≤ 4h Every 8h until resolved
Launch ≤ 4h Every 24h ≤ 4h Every 8h
Portfolio ≤ 8h Every 24h ≤ 8h Every 8h
Command ≤ 4h non-BH Every 24h ≤ 4h non-BH Every 4h
Strategic Contractual Contractual Contractual Contractual

Business hours : Mon–Fri 9–19 CET (Europe/Paris). Statutory holidays observed.

First response = the moment a human (or Captain Nex with explicit acknowledgement) replies to the conversation with non-automated content.

Priority matrix

We triage by impact, not by channel.

Priority Definition Examples
P1 Major function blocked for a paying customer with audit / regulator deadline Cannot generate MRCC before audit · evidence upload broken at scale · API auth blocked
P2 Significant friction, feature partially usable Slow performance · single endpoint flaky · cosmetic bug visible to customers
P3 Question / configuration / feature request "How do I…" · "Can NexCyber do…"
P4 FYI / minor doc gap Typo · nice-to-have suggestion

Captain Nex offers a structured intake form where you can self-declare the priority; we re-evaluate on first read. Disagreement is rare and handled with a brief explanation.

Care services — opt-in premium

Care services raise the support tier or provide accompaniment without changing the platform plan. Description-only until our Care subscription wiring lands.

Service Plan eligibility What it delivers
Launch Assist Starter / Launch Accelerated first deployment + first MRCC under guidance
Evidence Enablement Launch / Portfolio Structured evidence build with our team
Priority Care Launch / Portfolio Raises support tier (annual)
Enterprise Care Command Extended response + named lead (annual)
Mission-Critical Support Command / Strategic Contractual SLA + dedicated success manager (annual)

Note (2026-06-04): Care services are described and used in onboarding conversations. The direct-purchase wiring on Stripe is pending alignment with the platform's pricing engine; until then, Care services are activated via support conversation with explicit acknowledgement.

How to reach us

  • Widget — fastest, always-on Captain Nex AI + human handoff per your SLA.
  • Email — support@nexcyber.eu (lands in Chatwoot automatically).
  • Security — security@nexcyber.eu for vulnerability reports (RFC 9116 policy).
  • Status page — status.nexcyber.eu for incident communication.
  • Scheduled call — via support conversation (Portfolio+ included).

How to escalate

If a conversation is not progressing per your SLA :

  1. Reply in the conversation with #escalate and a one-line reason. Captain Nex tags it as needs-escalation and routes to a senior agent.
  2. For Portfolio+ : message your named contact directly.
  3. For Command / Strategic : your named lead carries an emergency channel.
  4. For P0 platform-wide outages : we proactively contact you; status page is the canonical source.

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

What support does NOT do

  • It does not give legal interpretation for a specific case → your lawyer.
  • It does not issue conformity certificates → notified body where required.
  • It does not perform independent audit → accredited auditor.
  • It does not draft your policies for you → Care service "Evidence Enablement" once wired.
  • It does not answer free-plan one-off requests for hands-on time → use Help Center + Captain Nex.

Customer obligations

  • Provide an authoritative contact per account; only authorised contacts can open or close support tickets.
  • Disclose security-sensitive details via the secure channel, not via the standard widget.
  • Acknowledge updates within the cadence window — if we do not hear from you for 14 days on an open conversation, we may auto-resolve with a final summary.

What we measure (and you can ask about)

  • FRT distribution per plan (we publish on quarterly internal reviews).
  • CSAT per resolved conversation.
  • Captain Nex AI deflection rate.
  • Escalation rate.
  • Time-to-first-MRCC (onboarding KPI).

If you want a custom view of your account's support metrics, ask in a conversation.

Related articles

Next step

Open the widget — Captain Nex picks up immediately. If you have an urgent topic, paste your Customer ID and the priority you think applies.