SUPPORT

"The truck doesn't wait"
is a promise we put in writing.

Small vendor, live television — we know exactly what you're worried about. So the support model is published, contractual, and built around one rule: nothing Nucleus does can ever block your broadcast.

GAME NIGHTS

Live-air protocol

Spotter customers get calendar-blocked on-call coverage for contracted game windows, a direct line, and an assist-layer architecture that degrades silently — your show never waits on us.

BUSINESS DAYS

Defined response windows

Sponsor Intel reports deliver next business day. Support requests carry published response targets by tier, written into the contract — not a help-center aspiration.

CONTINUITY

Named backup, in the contract

Every agreement names a trained backup contact and a degraded-service definition. If the founder is unreachable, you know exactly who answers and what still works.

What happens if Spotter fails during a period?
Your broadcast continues untouched — Spotter is additive by architecture — suggestions simply stop appearing. The edge unit reports the fault, the on-call line is already open for your game window, and the incident review lands in your inbox the next business day.
Do updates ever ship during the season?
Live-path components freeze for the season. Fixes ship outside game windows, staged, with your sign-off. Breaking changes wait for the off-season — contractually.
You're a small company. What if you're hit by a bus?
Fair question, asked by everyone, answered in the agreement: documented runbooks a contractor can execute, the named-backup arrangement above, and your data exportable in open formats on any day you choose. The exit is always open, which is exactly why customers stay.

Reliability you can diligence.

Ask for the runbook index and the support terms before you sign. We'd prefer it.

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