Support

Nexo 0.2.0 is a Private Preview. There is no public support ticket system, published support email alias, published SLA, or public community forum for this product, and this page does not create one.

How to reach support

Use the onboarding or support channel named in your evaluation agreement or console invitation. If you no longer have that contact, ask the person who granted your evaluation access (your Nexo sponsor or account contact) rather than searching for a public address — none is published or supported for this release.

Before you contact support

Gather this context so the first response can act on your report instead of asking for more information:

• the affected environment/project name and the approximate start time, with timezone;
• the Nexo release/bundle version and active pipeline revision, if known;
• a sanitized description of the symptom and the operation(s) affected;
• whether a direct MongoDB connection (bypassing Nexo) reproduces the problem;
• which troubleshooting or incident runbook steps you already tried, and the result of each.

Severity — triage categories, not response-time commitments

These categories describe how to characterize impact when you report an issue. They are descriptive triage labels only. This documentation does not promise a response time, uptime guarantee, or escalation SLA for any category — only a signed agreement can establish that.

Category	Description
Outage	Nexo is not passing traffic, or is rejecting all or most connections, in an environment you rely on.
Degraded	Nexo is running, but latency, error rate, or a specific policy component is materially affecting traffic.
Functional defect	A documented, supported behavior does not match what you observe, with no availability impact.
Question or guidance	You need clarification on documented behavior, configuration, or a release boundary.

Evidence to include

• The safe diagnostic bundle checklist from the troubleshooting index (sanitized error text, affected operation, version and revision, and whether direct connectivity works).
• Output from nexoctl diagnostics and, for a broader incident, nexoctl support-bundle generate — see nexoctl how-tos for the exact, currently supported commands.
• The specific CRD kind, resource name, and namespace involved, not only a screenshot of a dashboard.

Safe support-bundle handling

A generated support bundle can contain workload names, addresses, configuration, events, and logs. Built-in redaction (--redact-secrets and support-bundle redact) is best-effort, and support-bundle inspect only lists manifest metadata and file names — it does not scan file content for secrets.

Before sending a bundle to anyone, including a support contact:

1. Extract it into a restricted, non-shared directory.
2. Run your organization's approved secret scanner or DLP process over every file.
3. Manually review logs and configuration for connection strings, credentials, tokens, private keys, authorization headers, and customer data — automated redaction can miss unlabeled tokens, non-standard authorization schemes, and application-specific secrets.
4. If you still have doubts about what a file contains, do not send it. Ask your support contact for a narrower, more targeted collection instead.

Redaction limitations

Redaction recognizes common key names, MongoDB URIs, bearer tokens, and a limited set of key/value patterns. It is not a compliance control and does not guarantee removal of every secret or customer data field. Treat every generated bundle as sensitive until a person has reviewed it, regardless of which redaction flags were used.

Preparing to escalate

If an issue is not resolved through your first contact:

• Confirm you are using the channel named in your evaluation agreement or invitation, not an informal or previously used contact that may no longer be staffed.
• Provide the same environment, timestamp, and revision details from your earlier messages so the history doesn't need to be reconstructed.
• Transfer a reviewed, redacted diagnostics or support bundle — through your organization's approved transfer method, not an unapproved chat or email path — rather than raw logs.
• State explicitly what has changed since your last report and whether the severity category has changed.

Related pages

• Troubleshooting
• Incident runbooks
• nexoctl how-tos
• Pricing and entitlements — what earlier commercial support claims are, and are not, current.