Support

Email support@nebulahex.com with a clear description of what you’re trying to do and what you’re seeing. Including screenshots, browser version, and the workspace name helps us reproduce and resolve issues quickly.

For richer support submissions, use our Contact form, which lets you categorize your message (General, Sales, Support, Partnership, Bug Report).

We aim to respond to all support requests within 2 business days. For urgent issues affecting production deployments (widget down, integration broken, billing problem blocking access), we typically respond same-day during business hours (Indian Standard Time, Monday–Friday).

Enterprise customers with executed support addendums receive response times per their contracted SLA.

We get questions on these topics most often. Skim the list before opening a ticket:

• Widget embed: customization, sizing, mobile behavior, theming
• Knowledge sources: ingestion errors, content not appearing in answers, refresh cadence
• Integrations: OAuth connection issues, scope errors, data sync delays
• Channels: WhatsApp / Instagram / Messenger / Telegram setup and webhook routing
• Billing: subscription changes, plan upgrades, invoice questions
• BYOK (Bring Your Own Key): API key configuration, provider routing, cross-vendor fallback

If your question matches one of these, mentioning it in your email helps us route faster.

Product documentation lives on our website’s homepage navigation under Product. Each feature has a dedicated page describing setup, capabilities, and limitations.

Integration-specific guides live under the Channels and Integrations sections of the navigation.

If you find documentation that’s wrong, out of date, or missing, please tell us — that’s the fastest way for us to fix it.

For sales conversations, pricing questions on enterprise plans, or partnership inquiries: use our Contact formwith the “Sales” or “Partnership” subject selected. This routes to our sales inbox separately from support.

For security vulnerabilities, see our Vulnerability Disclosure section, or email security@nebulahex.com directly. We acknowledge security reports within 2 business days and aim to provide initial assessment within 5 business days.

For our published security-contact metadata, see /.well-known/security.txt.

We do not currently operate a public status page. For incidents affecting customers, we communicate directly via email to workspace Owners.

If you suspect an ongoing incident affecting your workspace and have not received notification, email support@nebulahex.com with “URGENT” in the subject line.

A public status page is on our roadmap as customer volume justifies it.

For product, technical, and account support: support@nebulahex.com.

For richer submissions or to choose a subject category: our Contact form.

For billing and refunds: billing@nebulahex.com.

For privacy and data-handling: privacy@nebulahex.com.

For security reports: security@nebulahex.com.

For legal, DPAs, and enterprise commitments: legal@nebulahex.com.