01 // Email
Best for non-urgent issues, billing questions, feature requests, and anything you can write down. We respond on UK business hours.
S-01 // Support
Real humans.
Same day, on most plans.
Email, WhatsApp, in-app assistant, or phone on Enterprise. You are not waiting in a queue behind 10,000 other tenants. Pick the channel that fits the question, the response targets are below.
S-02 // Channels
Four ways to reach us.
Pick the channel that matches the urgency. Anything safety-critical, billing, or data-loss flagged to email gets escalated automatically.
02 // WhatsApp
Best for live questions while you are inside the product. Available to Pro and Enterprise operators with same-day response on UK business hours.
03 // In-app assistant
Inside NuvenarHub, the assistant has full context of your account. Use this when the question is account-specific or needs a screenshot.
04 // Phone (Enterprise plan)
Priority phone line for Enterprise-plan operators. Under 1 hour response on UK business hours, named contact, escalation path to engineering on call.
S-03 // Response time
What you get on each plan.
These are response targets, not platform uptime. The platform itself runs the same infrastructure for every plan. Difference is the human SLA.
| Plan | Phone | Onboarding | ||
|---|---|---|---|---|
| Starter | Next business day | Not included | Not included | Self-serve guides |
| Pro | Same business day | Same business day | Not included | Email + WhatsApp onboarding |
| Enterprise | Within 2 hours | Within 2 hours | Under 1 hour | Dedicated customer success manager |
Response time is measured from the moment the email or message is received within UK business hours. Anything received outside business hours is counted from 09:00 the next business day, except Enterprise phone for system-down incidents.
S-04 // FAQ
Common questions.
If your question is not here, email and we will reply. We add new answers as the same question comes in three times.
What counts as UK business hours?+
Monday to Friday, 09:00 to 18:00 London time, excluding UK public holidays. Outside those hours, urgent system-down issues for Enterprise plan are routed to on-call engineering.
What is your incident response if NuvenarHub goes down?+
On Enterprise plan we commit to a 99.9% monthly uptime target with service credits if missed for two consecutive months. Status updates are posted to status.nuvenar.com (live as of Q3 2026). Pro and Starter plans use the same infrastructure but without contractual credits.
How do I move data out of NuvenarHub?+
Every plan includes data export. CSV export is one-click from the contacts view. For deeper exports including conversations, calls, and workflows, email support and we issue a full archive within 5 business days.
I think my WhatsApp number got banned. What do I do?+
Stop sending immediately, do not retry through the UI, and email support with the affected number. We will check the anti-ban infrastructure logs and walk you through Meta's appeal process. Pro and Enterprise include per-tenant proxy rotation that significantly reduces this risk.
Can I get a refund?+
No. Subscriptions are billed monthly in advance and we do not refund partial months. You can cancel any time from the dashboard and service continues until the end of the current billing period. See the Terms & Conditions for the full no-refund clause.
Where are your servers?+
Primary infrastructure runs in Hetzner Helsinki (Finland, EU). WhatsApp Business API traffic is processed in Meta's Cloud API region nearest the WhatsApp number. AI processing uses Anthropic and OpenAI with training disabled. Full sub-processor list lives in the Privacy Policy.
Do you offer 24/7 support?+
Not as a standard product. Enterprise plan includes on-call escalation for system-down events. If you need true 24/7 named support, ask about bespoke service tiers on a discovery call.
S-05 // Still stuck