Choose the right reason
- Technical support
- Product behavior, connection health, account access, or a question about using an included capability.
- Service incident
- An interruption, serious degradation, or time-sensitive security impact affecting the Nova service.
- Account or billing
- Commercial contacts, account ownership, invoicing, or subscription questions.
- Privacy
- Questions or requests concerning personal information and the applicable privacy notice.
- Security concern
- A suspected vulnerability or exposed secret should use the published security reporting contact.
Include what helps support act
- Your name, organization, approved contact details, and Nova address.
- A short description of the problem and the business or security impact.
- Affected users, customer scope, connection, or product area without including confidential evidence.
- Start time, time zone, whether the problem continues, and the last known successful time.
- The exact visible message and safe steps already tried.
Protect information in the request
Never send passwords, authenticator codes, QR codes, setup keys, recovery codes, API keys, tokens, private keys, or complete customer evidence in a support form. If support needs sensitive diagnostic information, use the protected method provided for that case.