Product Nexus Support

Need help with the anything related to the Product Nexus web platform or the Component State Manager plugin? We’re here for you.

Contact

Email: support@productnexus.ai

  • Please include: Figma version, plugin version, a short video/screenshot, file link (view-only), and steps to reproduce.

Support hours & response targets

Hours: Mon–Fri, 9:00–18:00 (UK time)

  • First response targets

    • Urgent (plugin won’t run / blocks work): < 2 business days

    • High (core feature broken / major regression): < 4 business days

    • Normal (bugs, questions): < 7 business days

    • Feature requests: acknowledged within 14 business days

We triage every report and will confirm a severity + ETA after the first reply.

What to try first (quick fixes)

Update to the latest plugin version in Figma Community.

  • Reload Figma and re-run the plugin.

  • Try in a new file with a minimal component to rule out file corruption.

  • Check org permissions (Figma “allow plugins to access network”, if restricted).

Known limitations

  • Works with Component and Variant nodes in Figma; detached layers are ignored.

  • Very large files may process more slowly (Figma API constraints).

Data, privacy & security (summary)

What we store: minimal metadata needed for state/versioning (e.g., component IDs, variant states, timestamps).

  • Where: AWS (DynamoDB, eu-west-1). Encrypted at rest (KMS) and in transit (TLS 1.2+).

  • Access: restricted to authorised backend services via IAM; actions audited via CloudTrail.

  • Authentication: Amazon Cognito (we don’t store passwords).

  • Deletions: email support@productnexus.ai with subject “Data Deletion – Product Nexus” and your Figma account email; we’ll confirm when complete.

Vulnerability disclosure

If you believe you’ve found a security issue, please email support@productnexus.ai with subject “SECURITY”.
Include reproduction steps, affected scope, and any PoC details. We acknowledge within 5 business days, keep you updated, and credit responsible reporters where permitted.

FAQ

Does the plugin send data to third parties?
The plugin talks to our AWS backend to process state/versioning. No design content is shared with analytics tools. Network calls are HTTPS only.

Do you store Figma file contents?
No. We store only the minimal metadata listed above, never raw design assets.

Is sign-in required?
If your workspace uses gated features, authentication is handled by Amazon Cognito. Tokens are short-lived; we don’t store credentials.

Can you delete my data?
Yes. Email support@productnexus.ai and we’ll remove associated records.

Where can I see what changed?
We publish release notes in the Figma Community listing. (Add a link when ready.)