CT Nova Support Options
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We’re here to help you succeed with CT Nova, whether you’re just getting started or running mission-critical operations. Our support tiers are designed to meet your organization’s needs at every stage.
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Included with all subscriptions – at no additional cost.
Our Standard Support plan offers responsive, practical assistance for everyday use. Based on Microsoft’s proven model and tailored to CT Nova, it’s ideal for most organizations.
What’s included:
Full access to our Knowledge Base with guides, best practices, and video tutorials
Email support during business hours (9am–6pm, Monday to Friday in your local time zone)
Response time targets:
Critical issues (e.g., platform outage): within 8 hours
High/Medium issues (e.g., login errors, system bugs): within 1 business day
Low priority (e.g., usability questions): within 2 business days
Ongoing platform updates and feature releases
Community forum access (coming soon!)
Note: Standard Support does not include 24/7 availability or dedicated account management.
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Available as an upgrade.
Need more hands-on help or enterprise-level assurance? Premium Support offers faster responses, proactive guidance, and personalized technical expertise. Ideal for large NGOs, government agencies, or organizations with complex needs.
What you get:
Priority handling and faster escalation for urgent issues
A dedicated technical advisor to guide your setup, deployment, and configuration
Monthly check-ins to assess performance and plan ahead
Help creating training materials and configuring content
Exclusive early access to beta features
Influence on our product roadmap through direct feedback
Off-hours support for high-priority issues, based on agreed SLAs
Premium Support is designed to reduce downtime, improve efficiency, and keep your training platform running at its best—whatever your scale or complexity.