Novo SLA

Novo Solutions Service Level Agreement

Services To Be Provided

  • Web, Email and Phone technical support (for up to 3 technical contacts at customer's location)
  • Software Patches (minor software updates) and Software Upgrades (updated functionality to the modules purchased)
Hours Of Operation
  • Support Hours:  Monday - Friday 8:30am - 5:30pm EST (GMT-5) (USA)
  • NovoTech Support Knowledge Base is available 24/7 for customers to search for problem resolutions.
Service Access
Customer Responsibilities
  • Customer is expected to review online Help & Support Knowledge Base for problem resolution where appropriate before calling in or emailing a support request.

Call Priorities And Response Times

Priority Level Description Response Time
Critical

The system is down or severely impaired.

Within 4 hours (during normal business hours)
(Please follow up critical support requests with a phone call immediately after submitting the issue via the NovoTech Support Site)
Non-Critical

System is working fine, but there are questions about how to do something

Within 48 hours (during Standard Business Hours)
 
Note: Response Time refers to the length of time it may take to respond to an issue.  Every effort is made to resolve issues as soon as possible.  However, depending on the complexity of the issue, it may or may not be resolved during this timeframe. 
Systems and Components Supported
  • The Novo Application Software in its original state will be supported.  System Administration support for Microsoft Windows, Internet Information Services (IIS) nor Database Administration of SQL Server is not included.  If the customer makes changes to the software, you may be asked to go back to the original state of the software to receive support.
Support Fees
  • Support Fees are 18% of the current purchase price (renewed annually).
Pay-for-use Support Fees
  • Customers not currently on a Support Agreement may receive support at a rate of $200/hour US (one hour minimum).  An Authorized Purchase Order or advance Credit Card Payment must be received before support is given.
  • Note: Pay-for-use customers have to pay an additional fee for software patches and upgrades.