Optional SSLNexus Support
SSLNexus is designed to be self-managed. Paid support is optional, sold under a separate Support Services Agreement, and does not change certificate allowances, licence ownership, software rights or licence expiry.
Support pricing guide
| Commercial item | Pricing and entitlement |
|---|---|
| Standard annual support | £3,200 per year (excluding applicable taxes) |
| First support year | £2,933.33: 12 months of support coverage, with 11 months billed in the first year |
| Included consultation | 5 hours per month of booked phone/virtual engineering |
| Initial onboarding | 10 additional hours for initial setup, consultation and migration |
| Monthly rollover | Up to 2 unused monthly hours, subject to final carryover rules |
| Additional authorised engineering | £90 per hour (see pricing review note) |
| Weekend work | £225 per hour (2.5 × £90 standard hourly rate), subject to advance booking; no bank/public holiday coverage |
| Licence tiers | Same base support price whether Starter, Business or Enterprise |
The annual support contract and software licence are distinct purchases. The optional estimator below does not quote or sell a contract. Support is not included in the normal licence fee, and the product remains usable without a support subscription.
Estimate your support spend
Enter non-negative numbers within the displayed ranges.
Excludes VAT and other taxes, unapproved expenses and contract-specific changes. Weekend hours are indicative and require prior agreement; public and bank holidays have no coverage. It assumes that the extra hours entered are billable hours after using available entitlements, not hours already covered by the plan. Final fees depend on an accepted written order. This calculator runs in your browser; input values are not submitted to SSLNexus.
What support includes
- Initial onboarding: ten hours for an agreed SSLNexus installation, consultation and initial migration scope. Work beyond that allowance is booked against eligible ongoing support time or separately approved and billed.
- Live consultation: five hours of booked phone or virtual engineering per month. Up to two unused hours may carry over under the agreed rules.
- Dashboard messaging: guidance, product information, links to documentation, requests for missing documentation and arranging live sessions. No engineering work is conducted through messages.
- SSLNexus scope: supported SSLNexus Client Server, Client Area, Licence Authority, Relay, MSP functions and integrations only while they are being used by SSLNexus and are within the customer's authorised deployment.
- Separate customer applications: a customer's unrelated website that disrupts nginx may receive separately quoted assistance at SSLNexus's discretion; unrelated WebSocket application faults are not covered.
- SSLNexus-caused mistakes: once identified, investigation and correction through full remediation are complimentary, without deducting any allotted support hours or imposing a completion-time billing cap.
Support hours and service commitments
Standard support operates Monday–Friday, 07:00–19:00 UTC, excluding applicable UK public and bank holidays. No service is available on those holidays, including weekend bookings. An engineer provides a human response within three covered support hours; substantive work may start on a later day. Once an engineer begins substantive investigation or remediation, the resolution commitment for a qualifying incident is five consecutive elapsed hours, not five accumulated engineering hours. The clock does not automatically stop outside standard coverage. A qualifying missed deadline awards two additional support hours, not cash. SLA credits expire six calendar months after award, accumulate without a cap, and are the only hours allowed to exceed the ordinary seven-hour monthly balance (five included plus up to two rolled over). Incident eligibility and applicable exclusions are established in the separately accepted support order.
Private keys and attended support
An authorised customer employee or administrator must remain present throughout an engineering session. Customers enter passwords, cryptographic values and credentials themselves. SSLNexus personnel must not request custody of private keys, CA credentials, API secrets or similar cryptographic material. Any inadvertently exposed information must still be treated confidentially and handled under the applicable security and privacy procedures.
Support and software licensing
Commercial support is an optional, separately agreed service and does not alter the software EULA or the licence subscription. The website Terms of Use and Privacy Notice remain available. The applicable support order sets the specific customer scope and billing terms.