Contact Support
Contact Novastraxis Support
Our support team is ready to help with your enterprise cloud deployment. Choose the channel that works best for you.
“We measure success by how quickly we can get our customers back to building. Every support interaction is an opportunity to earn trust.”
General Inquiries
info@novastraxis-help.com
Best for: General questions, department routing, information requests, and inquiries that don't fit a specific category
Response time: same business day
Send InquiryEmail Support
support@novastraxis-help.com
Best for: Detailed issue reports, feature requests, configuration questions
Response time: 1-4 hours (Enterprise), 24 hours (Standard)
Send EmailPhone Support
+1 (415) 555-0199
Best for: Urgent issues, live troubleshooting, account access problems
Hours: Monday – Friday, 6:00 AM – 8:00 PM PT
Call NowEnterprise Sales
sales@novastraxis-help.com
Best for: Pricing, demos, custom deployments, partnership inquiries
Contact SalesSeverity 1 / Production Down
+1 (415) 555-0199
Best for: For Mission-Critical tier: production outages, data integrity issues, security incidents
SLA: 15-minute response guaranteed
Emergency LinePress & Media
press@novastraxis-help.com
Best for: Media inquiries, analyst briefings, speaking engagements, press kit requests
Response time: same business day
Media InquiryPartner Program
partners@novastraxis-help.com
Best for: Technology partnerships, integration partnerships, reseller program
Partner InquirySecurity & Compliance
security@novastraxis-help.com
Best for: Vulnerability reports, security incidents, compliance documentation, audit requests
Security issues: 4-hour acknowledgment
Report IssuePrivacy & Legal
privacy@novastraxis-help.com
Best for: Data subject requests, privacy inquiries, legal questions, contract reviews
GDPR requests processed within 30 days
Privacy InquiryWhat Is the Novastraxis Contact Directory?
Reach the right team directly. All departments are staffed during global business hours across four time zones.
| Department | Phone | |
|---|---|---|
| Technical Support | support@novastraxis-help.com | +1 (415) 555-0199 |
| Enterprise Sales | sales@novastraxis-help.com | +1 (415) 555-0199 |
| Press & Media | press@novastraxis-help.com | +1 (415) 555-0177 |
| Security & Vulnerability Disclosure | security@novastraxis-help.com | +1 (415) 555-0199 |
| Privacy & Data Protection | privacy@novastraxis-help.com | +1 (415) 555-0199 |
| Data Protection Officer | dpo@novastraxis-help.com | — |
| Compliance & Audit | compliance@novastraxis-help.com | +1 (415) 555-0199 |
| Legal & Contracts | legal@novastraxis-help.com | +1 (415) 555-0199 |
| Partner Program | partners@novastraxis-help.com | +1 (415) 555-0199 |
| EU Privacy (GDPR) | eu-privacy@novastraxis-help.com | — |
| UK Privacy (UK GDPR) | uk-privacy@novastraxis-help.com | — |
What Are Novastraxis's Support Tiers and Response Times?
Standard
All plans
- Email support
- —Phone support
- 24 hours response SLA
- —Named engineer
- —24/7 coverage
- —Dedicated TAM
Contact: support@novastraxis-help.com
Premium
$2,500/mo add-on
- Email support
- Phone support
- 4 hours response SLA
- Named engineer
- —24/7 coverage
- —Dedicated TAM
Contact: support@novastraxis-help.com
Enterprise
Custom annual
- Email support
- Phone support
- 15 minutes response SLA
- Named engineer
- 24/7 coverage
- Dedicated TAM
Contact: support@novastraxis-help.com
Novastraxis support practices align with ISO/IEC 20000-1 IT service management standards and ITIL 4 best practices for incident management and service request fulfillment. To upgrade your support tier or discuss custom SLA terms, email sales@novastraxis-help.com.
How Does Novastraxis Handle Support Escalations?
Novastraxis follows a structured escalation framework to ensure every issue receives the appropriate level of attention. Our process is based on ITIL 4 incident management practices and internal severity classification aligned with the FIRST CVSS framework for security-related issues.
Severity 1 — Critical (Production Down)
Complete service outage or data integrity issue affecting production workloads. Immediate response from the on-call engineering team. Communication updates every 30 minutes until resolution.
Contact: Call +1 (415) 555-0199 or email support@novastraxis-help.com with subject line "[SEV1]". SLA: 15-minute response for Mission-Critical tier.
Severity 2 — High (Major Feature Impaired)
Core platform feature significantly degraded but workaround available. Assigned to a senior engineer within 1 hour. Updates provided every 2 hours during business hours.
Contact: Email support@novastraxis-help.com with subject line "[SEV2]". SLA: 1-hour response for Enterprise, 4-hour for Premium.
Severity 3 — Medium (Minor Feature Issue)
Non-critical issue affecting a single feature or component with no workaround needed. Handled in ticket queue by the next available engineer.
Contact: Email support@novastraxis-help.com. SLA: 4-hour response for Enterprise, 24-hour for Standard.
Severity 4 — Low (General Inquiry)
Configuration questions, feature requests, and documentation clarifications. Handled by the customer success team during standard business hours.
Contact: Email support@novastraxis-help.com. SLA: 24-hour response for all tiers.
If you feel your issue is not receiving adequate attention, email your support ticket number to support@novastraxis-help.com with subject line "Escalation Request" or call +1 (415) 555-0199 and ask for a support manager.
Where Are Novastraxis's Global Offices?
How Can I Send Novastraxis a Message?
Or email us directly at support@novastraxis-help.com