Service hours (UK time)
- Helpline: Mon–Sat 09:00–18:00 (UK) · Sun Closed
- Email & contact form: monitored during the hours above
- Public holidays: reduced availability; messages are queued for the next business day
Educational guidance only — no remote access, no repairs, no manufacturer representation.
Response targets
We aim to respond quickly and clearly. These are targets, not guarantees, but we designed them to be realistic and fair.
| Channel / Request | Target acknowledgement | Target follow-up / outcome |
|---|---|---|
| Contact form / Email (new enquiry) | Within 1 business day | Booking window or next steps within 1 business day after acknowledgement |
| Plan holder question | Same business day (during hours) | Actionable guidance or slot proposal within 1 business day |
| Helpline call | Immediate during service hours | Email summary / notes the same day where appropriate |
| Reschedule request | Within 1 business day | New slot confirmation within 1 business day |
| Complaints | Within 2 business days | Resolution proposal within 10 business days (see Complaints) |
If volumes are unusually high (e.g., major OS updates), we’ll post a notice and keep you informed.
Bookings & session windows
- Session length: typically 20–40 minutes, focused on one clear outcome (for example, connect via Wi-Fi and run a proof page).
- Preparation: have the device model, OS version and connection method to hand; close stalled print jobs if possible.
- Rescheduling: see our Refund & Cancellation Policy for notice periods and fees.
Fair use & limits
- Guidance covers brand-neutral, beginner-friendly steps. We do not take remote control or perform repairs.
- For tightly managed corporate devices or suspected hardware faults, we will explain limitations and signpost appropriate next steps.
- Repeated no-shows may affect priority. See Refunds & Cancellations.
Accessibility & priority assistance
Tell us if you need adjustments (for example, large-print notes or a slower pace). We prioritise accessibility requests where possible. See our Accessibility Statement.
Maintenance windows
Occasionally we schedule site maintenance outside core hours. If something urgent is required, we will keep disruption minimal and post a short notice on the site.
Contact
- UK helpline: +44-808 531 0585
- Email: support@nexsolutionsservices.com
- Contact form: /contact-us
For legal terms, see Terms & Conditions. For privacy, see Privacy Policy and Cookie Policy.