Contact options
Web Form
Fill out our contact form for sales inquiries, demos, or general questions. We respond to all web form submissions within one business day.
Phone
+1 (206) 555-0142 — Call during business hours for immediate assistance. For after-hours platform emergencies, Nexus customers should use the platform status page.
Scalio Nexus platform support
Scalio Nexus is built on infrastructure designed for enterprise reliability, including 99.9% platform uptime. All Nexus plans include 24/7 platform monitoring and incident response — if something goes wrong, our team is already working on it before you open a ticket. Standard support is included with all Nexus plans and provides email-based support with a one business-day response SLA for non-critical issues. Priority support is available on higher-tier plans and includes a four-hour response SLA for production issues, along with access to a dedicated technical account manager who knows your environment and your team. Critical incidents — including full or partial platform outages — are handled with a one-hour response target. We publish real-time status updates and incident timelines at status.scaliocloud.com so you always have visibility into what’s happening and what we’re doing about it.Consulting engagement support
Active consulting clients receive a dedicated project lead as their primary point of contact throughout the engagement. Your project lead is responsible for communication, scheduling, and escalation — you won’t get bounced between people when you need an answer. During the engagement, you also have direct access to the full Scalio delivery team, not just a single point of contact. If a question requires a specialist, we loop them in. After your engagement closes, you receive a 30-day post-engagement support period during which you can ask questions about the work we delivered, get clarification on documentation, and flag anything that needs a follow-up.Before contacting support
In many cases, you can resolve issues or get answers faster on your own. Before reaching out, try the following:- Check this documentation — most common setup questions, configuration options, and known behaviors are covered here.
- Check the platform status page at status.scaliocloud.com — if there is an active incident affecting the Nexus platform, it will be listed there.
- Review the release notes — if something changed recently, the release notes are the first place to look for context on new behavior or known issues introduced in a recent update.