Question 1

How do I raise a production incident?

Accepted Answer

Use the severity-1 line in your runbook or email support@nexarats.com with the incident ID. A named engineer acknowledges within fifteen minutes on a P1.

Question 2

How do I get access to the customer portal?

Accepted Answer

Your delivery lead issues portal credentials at kickoff. If you have lost access, request it from the portal page and we will verify with your programme sponsor.

Question 3

Where do I find the security documentation?

Accepted Answer

Pen-test summaries, SOC 2 evidence and data-flow diagrams live in the portal under Assurance. We can also send them under NDA before contract.

Question 4

Can we host in our own cloud account?

Accepted Answer

Yes. Every platform ships as infrastructure-as-code and can run in your account, in ours, or split across both for data residency.

Question 5

What are the support hours?

Accepted Answer

Business support is 09:00–18:00 in your primary region. Programmes with a production SLA get 24/7 on-call with a named escalation path.

Question 6

How is billing handled?

Accepted Answer

Monthly in arrears against the programme schedule, with a line-by-line breakdown of engineering days and platform usage.

Answers, without a ticket queue

Where people usually go next

Answers, without a ticket queueAnswers, without a ticket queue

How do I raise a production incident?

How do I get access to the customer portal?

Where do I find the security documentation?

Can we host in our own cloud account?

What are the support hours?

How is billing handled?

Will our existing spreadsheets open correctly?

How many people can edit one workbook?

Where is our data stored?

Can we control who sees which columns?

Do automations replace our macros?

Is Collobster only for one industry?

Where people usually go next

Answers, without a ticket queue