Support Policy

This Support Policy explains how Novalumic provides assistance to users of the website (www.novalumic.com) and platform. It outlines the support channels we offer, the response times you can expect, and the user responsibilities that help us help you quickly.

We offer the following primary support channels:

Email Support

Email is the recommended way to reach support. Send detailed requests to support@novalumic.com. Include screenshots, error messages, and steps to reproduce where possible.

Website Contact Form

You can use the contact form on the Contact page for general inquiries, demos, partnerships, or technical questions.

Standard support hours are based on India Standard Time (IST):

• Monday – Friday · 09:00 AM – 06:00 PM IST
• Saturday · 10:00 AM – 02:00 PM IST
• Sunday · Closed

Target response times by priority and plan:

Target times are goals, not guarantees on lower-tier plans. SLA-backed response times apply on Business and Enterprise plans.

To help us help you quickly, please:

• Provide accurate contact details and a clear subject line
• Describe what you expected and what happened (steps to reproduce)
• Include relevant screenshots, error messages, account or project identifiers
• Use the email associated with your account where possible
• Respond to follow-up questions in a timely manner so we can resolve your request

We are unable to provide assistance for:

• Custom development or integrations beyond standard support (available via professional services on Enterprise plans)
• Issues caused by unsupported third-party tools or modifications
• General programming or operational advice unrelated to the platform
• Requests that fall outside the scope of your current plan

We work to maintain high availability of the platform and offer SLA-backed availability on eligible plans. From time to time, the Services may be unavailable due to maintenance, upgrades, or events beyond our reasonable control. We provide advance notice of scheduled maintenance where possible.

Support is provided in accordance with this policy and may be modified at our discretion. We reserve the right to limit, suspend, or decline support requests that are abusive, unrelated, or outside the scope of the Services. We do not guarantee that every issue can be resolved, but we will work in good faith to assist.

We may update this Support Policy from time to time. When we make material changes, we will notify you through the Services or by other reasonable means. The “Last updated” date at the top of this page indicates the most recent revision.

To reach our support team: