Support

The fastest way to reach a human is email: hello@nexprove.com. This is our only support channel today, and it lands directly with the small team that builds and operates the product.

We are an early-stage pilot, so we have not yet stood up a ticketing portal, a chat widget, or a phone line. We would rather be honest about that than pretend otherwise. One inbox, one team, one thread per issue — please reply on the same thread so context stays together.

For account-specific questions, write from the email associated with your AI Recruiter account so we can verify ownership before we share details about a session or candidate. If your first reply does not move things forward, ask to escalate and the message will be routed to a founder on the next business day.

The table below sets our current targets at this pilot stage. They are targets, not contractual SLAs — anything contractual lives in your order form or MSA. We will tighten these as the team and on-call rota grow.

Business hours are Monday to Friday, 09:00–18:00 London time, excluding UK public holidays. Severity is set by us on receipt, but tell us how you see it in the subject line (e.g. URGENT, INCIDENT) and we will usually agree.

A first response is not a resolution — it is confirmation that a human has read the message and is on it. If you disagree with the severity we set, reply and say so.

A useful first message saves a round trip and gets you a fix faster. Where possible, include:

• Account email — the email you sign in with on AI Recruiter.
• Session ID or URL — paste the full URL of the session detail page (for example, /sessions/abc123). This is the fastest way for us to find the right record.
• Time and timezone — when the issue happened, including your timezone. “Around 14:30 BST on Tuesday” is much more useful than “earlier today”.
• What you expected vs. what happened — one or two sentences is fine.
• Screenshot or short screen recording — for anything visual, an image is worth a thousand words.
• Browser and device — Chrome on macOS, Safari on iPhone, and so on.
• Impact — one candidate, a whole role, a live window in 30 minutes. This helps us set severity correctly.

If the issue is sensitive (a specific candidate, a contested decision, a security concern), say so up front and we will keep the thread to a need-to-know group.

If you believe an interview was materially disrupted, a candidate experience went wrong, or customer or candidate data was mishandled, treat it as an incident rather than a normal support request.

Email hello@nexprove.com with INCIDENT at the start of the subject line and include the session ID, the approximate time, a short description of what you observed, and the impact (one candidate, a whole role, a live window). We aim to acknowledge flagged incidents within 4 business hours, and within 2 hours, 24/7 for anything we classify as S1.

We will follow up with what happened, what we changed, and — if applicable — whether we believe the incident triggers notification obligations under your contract or applicable data-protection law. Please do not delete logs, exports, or screenshots while we investigate; we may ask you to forward them.

If a first reply has not landed inside the window above, escalate by replying to the thread with ESCALATE in the subject and the message will be routed straight to a founder.

Candidates and recruiters have rights under GDPR, UK GDPR, CCPA, and similar laws — including access to the personal data we hold about you, correction of inaccurate data, and deletion in certain cases.

To make a request, email hello@nexprove.com with DATA REQUEST at the start of the subject line. Include the type of request, the email address the data is associated with, and — for candidate requests — the role or organization you interviewed with so we can locate the right records.

Before we act on a request, we verify your identity. In practice, that means:

• Proof of identity tied to the original data — for candidates, a reply from the email address used during the interview, or a short verification step against the recruiter who invited you.
• Scope confirmation — we ask you to confirm which sessions, roles, or time period the request covers so we do not over- or under-disclose.
• Controller routing — for data we hold on behalf of a recruiter customer, we usually route the request to that customer as the data controller and let you know we have done so.

Most verified requests are completed within 30 days. We will tell you if a request needs longer and why.

Both are welcome, and both shape the roadmap. Where you can, send them as separate emails — they are triaged by different people on different cadences, and mixing them slows both down.

For a bug report, include reproduction steps (“1. open session X, 2. click Resume, 3. observe”), what you expected, what actually happened, and whether it is reproducible or one-off. Attach a screenshot or short recording if the issue is visual. Bugs are usually filed as S2 or S3 depending on impact.

For a feature request, describe the use case rather than the implementation — “I need to share read-only reports with hiring managers who do not have logins” gives us more to work with than “add a share button”. We cannot promise a build, but every request is read, and themes show up on the roadmap.

A public status page (status.nexprove.com) is on the roadmap but not live yet. Until it ships, we do not have a self-serve dashboard you can refresh during an incident.

In the meantime, we commit to email-during-incident: when there is a service-affecting issue, we email the recruiter contacts on every affected account directly with what we know, what we are doing, and a rough time for the next update. We aim to send the first notice within 30 minutes of confirming an S1, and to follow up at least every 2 hours until the incident is resolved.

A short post-incident note follows within five business days, covering what happened, how we contained it, and what we are changing. If you have a live interview window coming up and want a quick sanity check, write to hello@nexprove.com and we will tell you what we are seeing.

As the pilot grows, we plan to run optional weekly office hours for pilot customers — a 30-minute drop-in where you can ask questions about the product, share feedback with the team building it, and hear what we are working on next.

Office hours are not running on a fixed schedule yet. If you would find them useful, tell us in your next email and we will weight the calendar accordingly. A small community channel for pilot customers is also under consideration; for now, the single inbox stays the canonical way to reach us so nothing slips between rooms.

If you are a security researcher and you believe you have found a vulnerability in AI Interviewer or any Nexprove service, please report it privately to security@nexprove.com. Include a clear description, reproduction steps, the impact you believe it has, and any supporting material (proof-of-concept, logs, screenshots).

Safe harbor. We will not pursue legal action against good-faith researchers who follow this policy, who avoid privacy violations and service degradation, and who give us a reasonable window to fix before public disclosure. Activity consistent with this policy is treated as authorized.

Scope.

• In scope: nexprove.com and its subdomains, the AI Interviewer web application, and our public APIs.
• Out of scope: third-party services we integrate with (e.g. email, analytics, hosting providers), social-engineering of our staff or customers, denial-of-service or volumetric testing, physical attacks, and findings that require a rooted device or a compromised account you do not own.

Please test only against accounts you own and avoid actions that would access other customers' data, degrade service, or destroy data. We ask researchers to give us a 90-day disclosure window from the date of report before any public disclosure, so we have time to investigate, fix, and notify affected customers. We will keep you updated through that window and credit your disclosure if you would like to be named.