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Support and service levels

Contact arrangements and service commitments must match the agreed service.Standard terms for an agreed service

These terms take effect only when the agreed Order identifies this version. Your service details and any required schedules must be completed before contracting. Publication does not amend an existing agreement or place an order.

On this page

• 1. Contact and coverage

• 2. What a response means

• 3. Incidents and maintenance

• 4. Disagreement

1. Contact and coverage

These standard terms apply when identified in your Order. Its support schedule must state the working customer channels and coverage, including any asynchronous arrangement without fixed opening hours, any stated staffed days and hours with time zone, severity definitions, escalation and cover, maintenance communication, outage fallback, cancellation route and any emergency eligibility. A mailbox address or generated alert does not establish continuous human staffing.

Existing customers should use their agreed client-portal support route. For general help, contact [mailto:support@novasean.com] support@novasean.com or use [https://novasean.com/contact] Contact Novasean. Support email imports into WHMCS. It can be another way to submit a request when you cannot use the portal interface, but is not an independent route during a full WHMCS outage. Use another available agreed route or the correspondence address in [https://novasean.com/legal/provider-information] Provider information where appropriate. Give the affected service, observed impact and when the issue began. Do not send passwords or unnecessary sensitive records. This page does not add round-the-clock monitoring or support to an agreement.

2. What a response means

A ticket receipt confirms receipt only. A first human response, diagnosis, workaround, restoration and final resolution are separate events. The agreed schedule must identify what any target measures, when its clock runs, customer dependencies and escalation. If there is no separately agreed numerical target, none is created by this page.

A service-level agreement must specify the measured service boundary, calculation period, source of measurements, maintenance and other valid exclusions, claim method, evidence and any credit. A credit does not replace mandatory remedies. No availability percentage or automatic service credit is asserted here.

3. Incidents and maintenance

Novasean must assess reported impact, work within its agreed responsibilities and explain material changes in status. The customer must provide an authorised decision-maker and perform assigned application checks. The support process must not delay mandatory data-breach or other statutory notifications; the [https://novasean.com/legal/dpa] DPA contains the processor notification duty.

Planned maintenance must follow the agreed notice process and explain expected impact. Urgent security or stability work may require immediate action and later explanation. See [https://novasean.com/legal/security-incidents] security incidents for the distinction between customer reporting and legal notification duties.

4. Disagreement

If you disagree with a support outcome, use [https://novasean.com/legal/complaints] complaints and redress with the relevant reference. A dispute does not remove your switching, privacy or other mandatory rights.

Published 4 October 2026 · Version service-levels-and-support-2026-10-04-v1.

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