Check the information provided for your deployment
Use the service-status address or incident communication path provided during onboarding or in your customer agreement. Nova deployments can have different operating and support arrangements, so do not assume that an unrelated public status page describes your environment.
If no separate status address was provided, use Hansec Support. For a time-sensitive security or service impact, use the urgent path identified for your organization.
Confirm the affected scope
- Whether sign-in, one page, one connection, or the wider service is affected.
- Which users, organizations, environments, and locations are affected.
- When the impact began and the last known successful time.
- Whether the problem is complete, intermittent, delayed, or limited to one workflow.
- What security or business decision is delayed or at risk.
During an incident
Preserve the visible evidence and avoid repeated changes that could hide the original cause. Follow approved continuity procedures for decisions that depend on stale or unavailable Nova evidence. Keep one support record for the incident and add new impact or timing information there unless support asks for a separate case.