We understand that your operations are critical and we're committed to responding quickly to your support requests, keeping you updated at every step of the process.
Our Commitment
Provide quick, reliable support and keep you informed along the way.
3Minutes
Average ticket response time
100%
Customer happiness rating
1,000's
Tickets successfully resolved each year
How our process works
We prioritize all requests based on the nature and severity of the request, using a 4-tier system.
While most tickets have a first response time of less than 5 minutes, our service level guarantee is as follows:
Tier 1: Routine
1 Day
Software is operational but minor adjustments are desired. This includes things like creating or altering application settings, filters, and basic workflows.
Tier 2: Medium
8 Hours
Software is operational but certain processes are not working. This includes things like an assignment-based workflow not activating or a GIS-update process that needs adjusting.
Tier 3: High
4 Hours
Software functionality is restricted. Typically this includes things like maps not loading or the inability to create work against certain types of assets.
Tier 4: Critical
1 Hour
Software is not functional. In this case your system is down; you can't login or otherwise use the software.
Bugs, feature requests, & services
We've got you covered
even when something can't be solved right away
Bugs
When you find something that causes unexpected behavior, usability problems, or incorrect results we want to know about it.
Feature requests
Got something that we could be doing better? Should we add or change something to improve? Let us know!
Professional Services
Squashing bugs
We're committed to providing the best possible user experience in all of our applications.
If you come across an issue that disrupts normal functionality or causes unexpected behavior, you've likely found a bug. Bugs can manifest in many ways, including software crashes, incorrect results, or usability problems. We appreciate your patience as we work to resolve these issues as quickly as possible.
1. Reporting
When you've identified a bug, the first step is to report it to our team. Please provide as much detail as possible; the more information we have, the quicker we can pinpoint the problem and find a solution! Please provide us with the following information:
Steps to reproduce the bug: This helps us see exactly what you're seeing. Be as specific as possible.
Expected vs. actual behavior: Let us know what you thought was going to happen and what actually happened.
Screenshots or screen recordings: Visual information can be very helpful in understanding the problem.
Report the bug and send the above information to support@novotx.com and we'll get to work!
2. Triage
Once we receive your bug report, our bug triage process begins. This is where we confirm the bug, determine severity, and prioritize it for fixing. We may reach out for additional information during this phase.
Your job during this phase? Hang tight while our team works through it. We'll keep you posted so you know what we find and what you can expect.
3. Fixing
Our talented team of bug squashers (engineers) will work to fix the issue as quickly and efficiently as possible. Some bugs are quick to knock out and some take a bit of time, depending on the complexity of the issue.
Rest assured we'll do our best to restore normal service as quickly as possible.
4. Resolution
Once the bug is fixed we'll roll out the solution as part of a software update.
We will notify you when the update is ready and provide you with any other information that may be helpful moving forward. 🙌
Feature requests & professional services
We hear you and we want your feedback.
Your feedback is critical for success and we are always working to improve your experience. While standard technical support encompasses troubleshooting and offering help with features provided by Novotx during your deployment, some issues will be categorized as either Professional Services items or Feature Requests for better handling on our end.
Feature Requests
We're always eager to hear your suggestions
We keep a running list of all customer-requested features and strive to implement new features that will benefit the entire Elements community. You could suggest new functionalities or propose modifications to existing ones.
Professional Services
Projects quoted and billed separately
These projects might include building new reports, creating new workflows or processes, developing or deploying new integrations, crafting new custom objects or processes, or supporting custom items not initially provided by Novotx.
Questions?
We're here to help,
let us know.
Looking for support documentation? Click the help icon in your app and you'll be off to the races.
