Support

Every nself Cloud plan includes support. What differs across plans is response time and what counts as emergency.

How to file a ticket

Open Dashboard → Support. A form collects: name, email, plan, license key (optional), and a description of the issue. Tickets go into a tracked queue in our Postgres and an alert is sent to the on-call engineer for the reporter's tier.

You can also email support@nself.org from the address on file for your account. The email body is auto-ingested as a ticket.

Response times by plan

Plan	First response	Hours	Emergency (P0)
Starter	3 business days	Mon–Fri 9-17 CET	Not covered
Pro	24 hours	Mon–Fri 9-21 CET	4 hours
Business	8 hours	7 days/wk 9-21 CET	1 hour
MAX / ɳSelf+	2 hours	24×7	15 minutes

What counts as an emergency (P0)

Your stack is completely down and not serving requests
Data loss or data exposure
Active security incident

Anything else, including severe performance degradation on a single plugin, is P1 or below and follows the standard first-response SLA.

What we will not help with

Code you wrote that runs on top of your stack. We support the stack, not your application.
Third-party plugin issues unrelated to ɳSelf, raise those with the plugin author.
Billing questions after 30 days from invoice: Stripe disputes over.

Emergency contact

For Business and MAX tiers, an emergency phone line is in your welcome email. Use it only for P0 events.