Nexar Platform – Support Information

Publisher: Nexar Ltd.

Support Contacts

Contact Method	Details
Email (General Support)	support.enterprise@getnexar.com
Email (Escalation Team)	support.enterprise@getnexar.com
Location	United States
Languages	English
Primary Time Zone	America/New_York

Service Level Agreement

Nexar shall make the Nexar platform available with a monthly uptime percentage of not less than 99%, excluding unavailability resulting from:

• Scheduled maintenance

• Emergency maintenance

Support Availability

Support is available during US business hours as follows:

Schedule	Details
Days	5 days per week (standard US business days)
Start Time	9:00 AM
End Time	5:00 PM
Time Zone	America/New_York (Eastern Time)

Customers can open support requests at any time. Response-time SLAs (below) are measured according to the specified time zone.

Response Time

Standard response time: within 48 hours from receipt of the support request, for all severities covered by this support plan unless otherwise specified in a separate agreement.

Support Escalation Process

If an issue is not resolved within the normal support process, customers may escalate the case.

When Can Customers Escalate?

Customers should wait at least 48 hours from the time of the initial support request before requesting escalation, unless there is a critical business impact that justifies earlier escalation.

How to Escalate

1. Reply to the existing support ticket or email thread and clearly indicate that this is an “Escalation Request.”

2. Send the escalation request to the escalation team at support.enterprise@getnexar.com.

3. Include the ticket ID, a short description of the impact, and any key stakeholders that should be copied.

Escalation Updates to Customers

Once an escalation has been accepted by the Nexar escalation team, customers will receive an update on the status of the escalated issue at least every 12 hours until resolution or a mutually agreed workaround is provided.

Summary

Item	Details
General Support Email	support.enterprise@getnexar.com
Escalation Email	support.enterprise@getnexar.com
Platform Uptime SLA	99% monthly (excl. scheduled/emergency maintenance)
Availability	US business hours: 9:00 AM – 5:00 PM ET, Mon–Fri
Standard Response Time	48 hours
Escalation Wait Time	48 hours before escalation (unless critical)
Escalation Update Frequency	Every 12 hours