Support Policy

1. Support Channels

Clients may reach our support desk via:

• Email Support: support@nexisgrowth.com
• Customer Portal: Online ticket submission via account dashboard
• Emergency Priority Escalation: Available for Growth, Scale, and Enterprise plans

2. Operating Hours & Response Times

Standard helpdesk operates Monday through Friday, 8:30 AM to 6:00 PM (AEST). Critical infrastructure and automated AI telephony operations are monitored 24/7/365.

3. System Maintenance & Telephony Status

Scheduled maintenance windows are executed during low-traffic overnight hours with advance notice posted to client administrators.