Support
The fastest way to reach us is the Contact form on the marketing site — it lands in the platform inbox and routes to the right team. For everything else, the channels below are the official ones.
Channels
| Channel | Use it for |
|---|---|
| support@nov3x.com | Bug reports, how-do-I questions, training requests. |
| billing@nov3x.com | Plan changes, invoice/PO questions, refunds. |
| legal@nov3x.com | Data Processing Agreement, contract signature, NDA. |
| privacy@nov3x.com | Data export, account deletion, PDPL / GDPR access. |
| security@nov3x.com | Suspected vulnerabilities, account takeover, breach disclosure. |
| +1 (307) 466-7333 | Phone (US business hours). Best for urgent escalations. |
Response-time SLA
| Plan | First response | Resolution target |
|---|---|---|
| Trial | Best-effort, business days only | No SLA |
| Starter | 1 business day | 5 business days |
| Growth | 4 business hours | 2 business days |
| Enterprise | 1 business hour | 1 business day, 24×7 for sev-1 |
“Business hours” = Sunday–Thursday 09:00–17:00 Asia/Riyadh.
What to include in a ticket
A ticket with these details closes 3× faster on average:
- Tenant slug (the part after
/t/in your URL). - What you were trying to do in one sentence.
- What happened — exact error message if any, or “the button did nothing”.
- Screenshot if visual, or browser console log if you’re comfortable sharing one.
- Time in your local zone — helps us pull the right log slice.
Status page
https://status.nov3x.com is the source of truth for ongoing incidents and scheduled maintenance. Subscribe to email or webhook notifications from there.
Self-serve before you ticket
- Every authenticated page has a ? Help button — opens the relevant doc article in a side panel.
- The /admin tenant detail page (super-admin only) shows a recent-error timeline that often surfaces the cause before a ticket lands.
- Settings → Health in your tenant shows the integration statuses (ZATCA cert validity, WhatsApp connection, Resend API key, etc.). If a feature isn’t working, check here first.
Security disclosure
If you’ve found a security issue, please email security@nov3x.com with “Vulnerability disclosure” in the subject. We acknowledge within 24 h and work with you on a coordinated disclosure timeline. Bug bounties are not formally programmed yet but we credit researchers publicly with their consent.