CT Nova Support Options

  • 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.

  • 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.

  • 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.