Customer Support
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.
Standard Support
Standard Support provides responsive assistance for day-to-day usage, technical issues, and general platform queries. It combines elements of Microsoft's standard support plans and is included at no additional cost.
Access to the online knowledge base (user guides, best practices, and video walkthroughs.
Email and chat-based support during business hours (8 AM–6 PM, Monday to Friday, local time).
Ongoing platform updates and feature releases via release notes and bulletins.
Community access (coming soon) for sharing use cases and feature requests.
Response times refer to initial acknowledgment and triage. Resolution timelines vary based on issue complexity and will be communicated separately.
Critical issues — 4 hours | High / Medium — 1 business day | Low priority — 2 business days
Premium Support
Premium Support is designed for organizations that require a higher level of assurance, faster response times, and more hands-on guidance. It aligns with Microsoft's enhanced support model and suits enterprise deployments, mission-critical implementations, and complex technical environments.
Priority case handling (24x7) with accelerated response and escalation for urgent issues.
Dedicated technical advisor for onboarding, deployment, and configuration.
Monthly check-in calls for health reviews and feature discussions.
Assistance with training materials and workshops. Early access to beta features and product roadmap influence.
Availability for high-priority issues outside core hours, subject to defined SLAs.
Premium Support is recommended for enterprises, NGOs, government bodies, or any customer operating in high-complexity environments where downtime or delays have significant impact.
