Support scope
NEXEFII technical support covers questions, incidents and requests related to the operation of the NEXEFII platform and its directly operated modules (NEXE Store, Master Control and Smartbot).
Support does not cover: integrations or systems developed and operated independently by customers; issues caused by customer-side configurations that do not follow the documentation; or third-party infrastructure outside NEXEFII's control.
Channels and support hours
The primary support channel is email: support@nexefii.com. Other available channels (support portal, chat, phone) are listed in the product documentation.
Standard support hours are: the support channels and hours published by NEXEFII. Outside these hours, tickets may be submitted; responses will occur within the next support window, except for critical-severity incidents as described below.
Severity levels and response targets
Tickets are classified by severity according to their operational impact. First response and resolution targets by severity are: the availability targets contracted in the Commercial Agreement, where applicable.
The targets above are operational goals and are pending formal confirmation. They do not constitute a guarantee of resolution within the indicated time and may vary depending on the nature of the issue, ticket volume and other operational factors.
- Critical Severity (S1): platform completely inoperative or confirmed data loss in production — highest response priority.
- High Severity (S2): essential functionality unavailable with no viable workaround — high priority.
- Medium Severity (S3): functionality affected with an available workaround — normal priority.
- Low Severity (S4): questions, improvement requests or issues with minimal impact — low priority.
Availability commitments
NEXEFII employs engineering practices oriented toward high platform availability. Formal availability (uptime) targets are: the availability targets contracted in the Commercial Agreement, where applicable.
We do not assert any specific guaranteed availability percentage in this document. Any availability commitment must be expressly established and documented in the applicable service agreement.
Exclusions
The following situations are excluded from availability obligations and SLA timeframes:
- Scheduled maintenance communicated in advance, within the window defined in maintenance windows communicated with reasonable advance notice.
- Emergency maintenance required to fix critical security vulnerabilities or preserve platform integrity.
- Unavailability caused by force majeure, including third-party infrastructure failures, large-scale denial-of-service attacks, natural events or connectivity provider outages outside NEXEFII's control.
- Customer-caused issues: incorrect configurations performed by the customer, use of the platform contrary to the documentation, or actions of third parties authorized by the customer.
- Unavailability of third-party integrations not operated by NEXEFII.
- Downtime periods that occurred before the contract effective date.
Escalation
If a ticket does not receive a response within the expected time for its severity, the customer may request escalation by replying to the open ticket or sending a new message to support@nexefii.com with "Escalation" explicitly noted in the subject line.
Critical-severity tickets without a timely response should be escalated through the same channel with "CRITICAL" in the subject line to ensure priority handling.
Platform status
Real-time information about the operational state of the platform, scheduled maintenance and ongoing incidents is available at: NEXEFII's official communication channels.
In the event of unavailability of this page, incident communications are made directly through the support channels.
Remote support access procedure
NEXEFII does not have permanent access to the customer's environment and never requests the customer's password. When a ticket requires support to access the organization's environment, access occurs only with the customer's explicit authorization and follows the transitional procedure described below.
Under the procedure in effect today, the customer itself creates a nominative support user (tied to a named person), without reusing an employee's account and without sharing any existing password. That user is granted only the permissions and modules strictly necessary (least privilege), with multi-factor authentication (MFA) enabled and an expiration or removal plan set.
Once the engagement is complete, the customer promptly removes the support user. All access remains revocable by the customer and recorded in an audit trail. A just-in-time (JIT) provisioning mechanism, with automatic time-boxed elevation, is described only as a future improvement and is not yet available.
To coordinate remote support access or clarify questions about this procedure, contact the support channel: support@nexefii.com.
Version and review
Version: 2026.1. Last updated: 2026-07-11. Effective date: pending publication and legal review.
This document is a draft and is not legally definitive until qualified human and DPO review.