Support

How to get help, by plan and topic.

Hosted

Support is included in your hosted plan. Channels:

• In-portal support — /support in the operator portal. Best for tenant-specific issues; we have full context on your federation.
• Email — support@nucleuslms.io.
• Status page — https://status.nucleuslms.io (coming soon). Subscribe to the Atom feed for incident updates.

Response targets:

Severity	Definition	Response
P1 — Critical	Federation down, data loss risk	<1 business hour
P2 — High	One spoke degraded, intermittent issues affecting users	<4 business hours
P3 — Normal	Everything else	<1 business day

These are response targets, not resolution targets. We'll acknowledge within the window and tell you what we're doing; resolution depends on the issue.

24/7 phone support is available as a bolt-on on Dedicated. Talk to sales.

Self-host

Self-host customers get:

• Private Slack tier — install, upgrade, protocol questions, operational gotchas. Best-effort response within one business day.
• Private GitHub issues repo — bug reports with reproductions. Triage SLA: 5 business days.
• Email — support@nucleuslms.io for licence and commercial questions.

Production-incident phone support is available as a bolt-on. Talk to sales.

What support covers

• Install, configuration, and upgrade questions.
• Bug reports — reproducible issues in any Nucleus component.
• Operational guidance — "is this safe to do" questions on hosted; "how would you do this" questions on self-host.
• Restore requests on hosted.

What support doesn't cover

• Building a custom admin UI for your team. (Self-host only — happy to scope as a paid engagement.)
• Operating your cluster on your behalf. (Self-host only.)
• Moodle theme customisation, third-party plugin compatibility, or anything that isn't a Nucleus component.
• Bespoke protocol extensions. Also a paid-engagement conversation.

Sales

sales@nucleuslms.io for everything commercial — quotes, contracts, plan changes, paid engagements.