Support

Foundation

Email support at support@nilportal.io during standard business hours. Response time target: two business days. Self-serve onboarding documentation. Access to institutional reference materials. Quarterly product update communications.

Conference

Priority email support at support@nilportal.io with expedited handling. Response time target: one business day. Scheduled support calls available on request. Guided onboarding led by nilportal.io. Quarterly regulatory review briefing covering federal, conference, state, and NCAA updates relevant to the institution.

Power

Dedicated customer success manager as the institution's primary point of contact. Response time target: four business hours during standard business hours, next business day for off-hours. Quarterly business review covering platform usage, regulatory posture, and roadmap alignment. Direct escalation path to the engineering team for technical matters. Regulatory interpretation consultations available for institutionally complex submissions.

Enterprise

Contracted service-level agreement with response time targets specific to the institution, typically same business day or four business hours. Dedicated technical account manager. API access and integration support. Custom escalation procedures negotiated as part of the master agreement. Extended audit retention and reporting available on request.

Platform Availability

Target uptime of 99.5% for Foundation and Conference tiers, 99.9% for Power tier, and contracted SLA terms for Enterprise tier. Availability measured on a calendar month basis, excluding scheduled maintenance windows.

Scheduled Maintenance

Scheduled maintenance windows communicated to active institutions at least 48 hours in advance via email to the designated account contact. Maintenance windows targeted for low-impact periods.

Unplanned Outage Notification

Active institutions notified within 30 minutes of nilportal.io detecting an unplanned platform availability incident. Notification sent via email to the designated account contact with current status and expected resolution timeline.

Data Export And Retention

Institutional data export available on request throughout the active term and for 90 days following termination. Audit trail retention follows the terms of the institutional agreement, with extended retention available for Enterprise tier.

Institutional matters involving active regulatory inquiries, subpoenas, audit requests, or matters under arbitration receive expedited escalation regardless of tier. The institution remains the sole decision-maker on every submission, and nilportal.io provides regulatory reasoning analysis to support that decision-making, not replace it.

Active inquiries and arbitration matters should be flagged in the subject line of the initial support communication for proper routing. Use compliance@nilportal.io for compliance-sensitive matters to ensure escalation visibility.

For institutional reference only. Platform output is intended to support qualified compliance professional review.

Annual Term Renewal

Renewal notification sent at least 60 days prior to the term end date. Renewal terms reflect rates in effect at the time of renewal unless multi-year terms apply.

Termination

Either party may terminate with 30 days written notice consistent with the institutional agreement. Data export remains available throughout the active term and for 90 days following termination.

Invoicing And Procurement

Institutional purchase orders, net-30 invoicing, and procurement office documentation supported. Billing inquiries routed to billing@nilportal.io or through the assigned customer success manager for Power and Enterprise tiers.

nilportal.io is built on Google Cloud Platform with encryption in transit and at rest, regional data residency in us-central1, and SHA-256 hash-chained audit trail integrity. Security disclosures and incident reports should be sent to security@nilportal.io.

Detailed data handling and privacy posture documented at /trust-data and /privacy-policy.

nilportal.io provides compliance readiness analysis, not legal advice. Support does not include legal counsel on specific submissions, representation in arbitration, opinions on NCAA bylaw interpretation outside the platform output, or institutional decision-making on whether to submit a deal to the College Sports Commission.

The institution is the sole decision-maker on every submission. Institutional counsel and athletic department compliance leadership retain full authority over institutional decisions. Platform output is provided for institutional reference.

Discuss support entitlements with nilportal.io

Institutional briefings cover platform architecture, regulatory coverage, tier fit, and the support model in detail.

For institutional reference only. nilportal.io provides compliance readiness analysis, not legal advice. The institution is the sole decision-maker on every submission.

Support entitlements, response time targets, and service level targets are reviewed periodically and may evolve. Active institutional contracts honor the support model and service levels in effect at the time of execution.