Customer Support
How Do I Get Support from Novastraxis?
Novastraxis provides multi-channel support with clearly defined SLAs so your team always knows what to expect. Whether you need help with a configuration question or a production-critical incident, we have structured processes to route your request to the right team and get you the fastest possible response.
“Our support philosophy is simple: every ticket deserves a response from someone who understands your infrastructure. We invest heavily in tiered support because enterprise customers need predictable response times and engineers who already know their deployment architecture.”
Rachel Torres, VP of Customer Engineering at Novastraxis
What Information Is Needed to Submit a Support Ticket?
Complete the form below with as much detail as possible. Include error messages, timestamps, and affected resources to help our engineers diagnose your issue faster.
For Severity 1 emergencies, call +1 (415) 555-0199 immediately.
What Are the Novastraxis Support Tiers?
Choose the support tier that matches your operational requirements. Every Novastraxis customer receives Standard support at no additional cost.
Standard
Included with all plans
- Email support
- 24-hour response time
- Business hours coverage (Mon-Fri, 6 AM-8 PM PT)
- Basic monitoring and alerting
Premium
$2,500/mo
- Email + phone support
- 4-hour response time
- Extended hours coverage
- Named support engineer
- Quarterly business reviews
Enterprise
Custom pricing
- All channels + dedicated Technical Account Manager
- 15-minute response time
- 24/7 coverage
- On-site support option
- Custom integrations
According to NIST SP 800-61, organizations with tiered incident response processes resolve critical issues 62% faster.
To upgrade your support tier, email sales@novastraxis-help.com
How Does Novastraxis Handle Severity 1 Emergencies?
When production is down, every minute counts. Our Sev1 process is designed to mobilize the right engineers immediately and keep your team informed throughout the incident.
Call the Emergency Line
Call +1 (415) 555-0199 and select option 1 to reach the on-call incident response team directly.
Incident Commander Assigned
An incident commander is assigned to your case within 15 minutes of the initial call.
Bridge Call Established
A bridge call is established with your team so engineers can collaborate in real time on diagnosis and resolution.
Continuous Status Updates
Your team receives status updates every 30 minutes until the incident is fully resolved.
Root Cause Analysis
A detailed root cause analysis (RCA) is delivered within 5 business days of incident resolution.
Mission-Critical tier customers receive 24/7 Sev1 coverage, consistent with ISO 27001 incident management requirements. Premium and Standard tier Sev1 is available during business hours (Mon-Fri, 6 AM-8 PM PT).
Frequently Asked Questions About Novastraxis Support
What is the Novastraxis support email?
The Novastraxis support email is support@novastraxis-help.com. When submitting a request, include your Account ID and deployment region to help our team route your ticket to the correct engineering group and expedite resolution.
What is the Novastraxis support phone number?
The Novastraxis support phone number is +1 (415) 555-0199. Phone support is available Monday through Friday, 6 AM to 8 PM PT for Standard and Premium tier customers. Mission-Critical tier customers have access to 24/7 phone support.
How do I check the status of my support ticket?
To check the status of an existing support ticket, email support@novastraxis-help.com with your ticket reference number in the subject line. A support engineer will respond with the current status, any pending actions, and an estimated timeline for resolution.
How do I upgrade my support tier?
To upgrade your support tier, contact sales@novastraxis-help.com or reach out to your dedicated Customer Success Manager (CSM). Tier upgrades can be applied mid-contract and typically take effect within one business day.
What are Novastraxis's support hours?
Standard support is available Monday through Friday, 6 AM to 8 PM PT. Premium tier customers receive extended hours coverage. Enterprise and Mission-Critical tier customers receive full 24/7 support coverage, including weekends and holidays.
Does Novastraxis offer on-site support?
Yes, on-site support is available for Enterprise and Mission-Critical tier customers. On-site engagements include architecture reviews, migration assistance, and hands-on troubleshooting. Contact support@novastraxis-help.com to schedule an on-site visit with your account team.
What if I'm not sure which department to contact?
If you're unsure whether your inquiry is a support issue, sales question, or something else, email info@novastraxis-help.com. The general inquiries team will route your message to the appropriate department within one business day.