Support policy
How to ask us for help, when we answer, what support covers and what it does not.
This is a courtesy translation. The binding version of this policy is the Spanish one: Política de soporte. If the two texts differ, the Spanish version prevails.
Last updated: 2026-08-18
This policy explains how support works for Nirby: Foreby (from here on, “Nirby”): where to write to us, when we answer, and what we cover and do not. It is read alongside the Service Level Agreement, which is what sets the availability commitments.
Who gets support
Every Workspace can write to us. What changes with the plan is the priority and the first-response times:
| Plan | Channels | Priority |
|---|---|---|
| Free | Best effort, no committed times | |
| Pro | Per the severity table | |
| Max | Email, Discord and WhatsApp | Per the table, with priority |
| Custom | Whatever the contract sets | Whatever the contract sets |
How to write to us
- Email: support@nir.by.
Write from the email address you use to access your Workspace, or tell us which one it is: that is what lets us know that whoever is asking is allowed to ask.
Never send us your password or an access key. We do not need them, and if somebody asks you for them in our name, it is not us.
Hours
- We are available Monday to Friday between 09:00 and 18:00, mainland Chile time.
- Outside those hours and on Chilean public holidays, we answer on the next business day, except for critical incidents, which are handled per the SLA.
- We work in Spanish and English. If your email is in another language, we may take longer to reply.
First-response times
We assign severity by real impact, not by how the request arrives labelled, and it can change as the case develops. It is the same scale the SLA uses.
| Severity | Example | Free | Pro | Max |
|---|---|---|---|---|
| Critical | Your published Forms are not receiving answers | Best effort | 12 hours | 4 hours |
| High | A main feature does not work and there is no way around it | Best effort | 24 hours | 8 hours |
| Medium | Something fails but there is an alternative | Best effort | 48 hours | 16 hours |
| Low | A question, a usage doubt, a cosmetic defect | Best effort | 72 hours | 24 hours |
These are response times (business hours), not resolution times: we commit to replying and getting to work, and to keeping you informed until the case is closed. How long the fix takes depends on the cause.
Note: For Enterprise plans, first-response and resolution times are set in the contract.
What support covers
- Failures, errors and behaviour that does not match what is documented.
- Questions about using the product: how a Form is configured, how a Pipeline is published, how a Sales Room is shared.
- Access, member and permission problems in your Workspace.
- Billing, plan and quotas.
- Requests about your data and your visitors’ data, handled in line with the Privacy policy.
What it does not cover
These things are not support. Some of them can be contracted separately; just ask:
- Building your operation for you: writing your Forms, designing your Pipelines, writing your Knowledge Base or defining your analysis criteria. We guide you and teach you; the content is yours.
- Implementation, data migration and training beyond the onboarding included in your plan.
- Reviewing the content the AI generates on your behalf. Those outputs are assistance and reviewing them is up to you (Terms).
- Custom development, specific integrations and business consulting.
- Problems caused by your network, your device, your browser extensions or third-party services you connect.
- Support for people who do not belong to your Workspace. If a visitor to one of your Forms has a problem, you handle it: your organisation is who they deal with, and we help you from behind.
How to report a problem so it gets solved sooner
Tell us, in the same email:
- What you expected and what happened.
- Where: the name of your Workspace and the link to the screen where it happens.
- When: approximate date and time, with your time zone.
- How to reproduce it: the steps, if you know them.
- What you see: a screenshot or recording, and the full error message if there is one.
- How many people it affects: only you, your team, or the visitors to your Forms.
A case with those six things is usually solved in one round trip; without them, the first reply is always a question.
Escalation
If a case has been stuck longer than seems reasonable, or you think the assigned severity is wrong, reply in the same thread asking to escalate it, or write directly to your assigned KAM for escalation.
Access to your content while we support you
To resolve a case we may need to look at your Workspace. We do that only when it is essential, under a duty of confidentiality and leaving a record of the access, as described in the Privacy policy. If you would rather we did not, tell us: we will work with whatever information you can give us, although the case may take longer.
Known issues and feature requests
- A known issue is logged and we let you know when it is fixed.
- A feature request is always welcome, but we do not commit to dates or to building it. What we do publish is what ships, in What’s new.
Changes to this policy
If we update it, we will change the date in the header. When a change reduces a commitment, we will give you reasonable notice.
Contact
Nirby SpA · 2 Oriente 124, Oficina 205, Edificio 02, 2340000 Viña del Mar, Chile · support@nir.by