In short
- Support is by email to [email protected].
- SwimNexus is independently run by a sole trader. There is no staffed support desk, no 24/7 cover, and no promised response or fix times unless your agreement says otherwise.
- Free pilot customers receive reasonable assistance by email, as stated in the pilot agreement.
- Security incidents and data-protection concerns have their own routes, below.
1. How to contact support
Email [email protected] from an address linked to your club. Existing customers can also use the contact form. Post: 20 Talbot Close, Highbridge, Somerset, TA9 3AX, United Kingdom. Please do not email passwords, and avoid sending member medical, welfare or safeguarding details unless they are truly needed.
2. What to include
- Your club or meet name and the product (SwimClubOS or SwimMeetOS).
- What you were trying to do, what happened, and what you expected.
- The page address and the time (with time zone) it happened.
- A screenshot with member names hidden, where possible.
- How many people are affected, and whether you have a deadline such as a meet or a billing run.
3. How issues are handled
SwimNexus reads each message, asks for anything missing, reproduces the problem where it can, and replies with what was found or the next step. Fixes are made in the software and released in the normal way. Where the fix needs access to your account, SwimNexus asks you to authorise it under the Provider Access Policy. Support is for using SwimNexus; it does not extend to your own devices, networks, email providers or payment-provider accounts, although we will help you work out where a problem is.
4. Priority
This table is how SwimNexus sorts work. It is internal triage, not a service level, and gives no guaranteed time.
| Level | Typical meaning |
|---|---|
| 1 – Urgent | A suspected security incident, loss or exposure of data, or the service unavailable for everyone during a live meet or billing run. |
| 2 – High | A core function unusable for a club with no workaround, or a time-critical deadline at risk. |
| 3 – Normal | A fault with a workaround, or a question that blocks routine work. |
| 4 – Low | A cosmetic issue, a how-to question, or a suggestion. |
If something is urgent and service-impacting, put "URGENT" and the reason at the start of the subject line. SwimNexus gives such messages priority but cannot promise to be available at any particular hour.
5. Reporting a security issue or a personal-data breach
Email [email protected] with "Security" in the subject. Say what you saw, when, and which club or account is affected, without including passwords or sensitive personal details. SwimNexus will acknowledge, contain the issue, and if club personal data is affected will tell the club without undue delay. See the Data Processing Agreement for breach notification terms.
6. Data-protection complaints
Use the complaints form or email [email protected]. SwimNexus acknowledges a complaint made to it as controller within 30 days, investigates without undue delay, and tells you the outcome. A complaint about a club's member records is for that club. You can also complain to the Information Commissioner's Office.
7. Your responsibilities
- Keep your administrators' accounts individual and secure, and remove people who leave.
- Keep your own provider accounts (for example payments or email) in order.
- Check important output, such as invoices, entries and results, before relying on it.
- Export information you need to keep before an agreement ends.
8. Limits
SwimNexus does not promise availability, uptime, response times or fix times, a staffed service, out-of-hours support, or that the software will be free of faults. Maintenance and fixes may briefly interrupt service. Your signed agreement and its Support and Service Terms apply to you; if they differ from this page, they prevail.
SwimNexus is the trading name of Lewis Plume, a UK sole trader, 20 Talbot Close, Highbridge, Somerset, TA9 3AX, United Kingdom. Contact [email protected]. Customers' signed agreements prevail over this page.