Enterprise support & customer success operations
Severity is defined here rather than negotiated during an incident, and the response clock stops when a named engineer has read your ticket — not when an automated reply is generated. Enterprise P0: 15 minutes, 24/7.
- 15 min
Enterprise P0 response, around the clock, to a responding engineer.
- 98.56%
Availability observed by an external monitor over 63 days of history, polled October 6, 2026 at 7:48 a.m. EDT. This is a live reading, not a published statistic: it is the worst of the monitored checks and it is re-polled every 60 seconds, so it changes between visits.
- 6/6
External checks passing as of the last poll, with 2 listed components carrying no check yet.
Monday–Friday, 07:00–19:00 ET. P0 incidents are covered 24/7.
What each severity means, and what it commits us to
A ticket carries the severity you assign it. We do not silently downgrade — if an engineer disagrees with your classification, they say so on the ticket with a reason you can argue with.
P0 · Critical
Quoting or dispatch is unavailable for all users, or a data-integrity fault is actively producing wrong numbers.
- Starter Operator
- Next business day
- Growth Contractor
- 4 hours, business hours
- Enterprise Fleet
- 15 minutes, 24/7
P1 · Major
A core workflow is degraded with no practical workaround — routing will not optimise, or ERP sync is failing for one entity.
- Starter Operator
- 2 business days
- Growth Contractor
- 8 business hours
- Enterprise Fleet
- 1 hour, 24/7
P2 · Minor
A defect with a workaround, or a report producing an incorrect but non-financial figure.
- Starter Operator
- 5 business days
- Growth Contractor
- 2 business days
- Enterprise Fleet
- 1 business day
P3 · Request
Configuration help, a catalogue modelling question, or a feature request with no operational impact.
- Starter Operator
- 10 business days
- Growth Contractor
- 5 business days
- Enterprise Fleet
- 3 business days
Raise with severity attached
A ticket carries the severity you assign it. We do not silently downgrade — if we disagree, an engineer says so on the ticket with a reason.
A responding engineer, not an acknowledgement
The response clock stops when a named engineer has the ticket and has read it, not when an automated reply is generated.
Incident bridge for P0
Enterprise P0 opens a live bridge inside the response window with your named contact and the engineer who owns the affected component. No other severity does this, which is what keeps the commitment meaningful.
Written postmortem within five business days
Every P0 produces a written cause, timeline, and remediation commitment. It is shared whether or not you ask for it.
File it against the right queue, at the right severity
4 queues, each owned by the engineers who maintain that surface. The form below generates a reference and shows you the SLA clock that reference would run against. No helpdesk is connected yet, so a submission reaches the support inbox as mail and no ticket number exists — the receipt says that plainly rather than in the small print.
When it cannot wait for a queue
Contracted Enterprise customers reach the on-call engineer directly. This line bypasses triage entirely, which is only meaningful because it is not also the number a prospect dials about pricing.
1-800-555-NOVEL- Enterprise P0 response
- 15 minutes, 24/7
- Coverage
- 24/7/365, including holidays
- Incident bridge
- Opened inside the window
Number shown uses a reserved 555 range and is a placeholder until the live line is provisioned. Starter Operator and Growth Contractor plans use business-hours channels; see the matrix above for what each plan actually commits to.
Suspected security issues
Do not file these through the form. Mail security@novelsystems.ca and it is triaged as P0 regardless of plan, including for customers with no support contract at all.
Component status and measured availability
All monitored systems operational
Checked · 6 of 6 checks passing · 2 components have no check
- 100.00%Operational
novelsystems.ca
Reported by the connected uptime monitor.
- 99.92%Operational
Public API — REST health and database reachability
Reported by the connected uptime monitor.
- 100.00%Operational
CPQ pricing engine — live calculation
Reported by the connected uptime monitor.
- 100.00%Operational
FMS dispatch API — work-orders route
Reported by the connected uptime monitor.
- 100.00%Operational
ERP & accounting connectors API
Reported by the connected uptime monitor.
- 98.56%Operational
Site contact intake — Supabase and Resend answer a real request
Reported by the connected uptime monitor.
- —Not monitored
Webhook delivery
Signed event delivery with the 24-hour retry schedule.
- —Not monitored
Field device sync
Journal reconciliation on reconnect. Offline capture is unaffected by this component.
How to read this board: every row is a check an external monitor actually runs against us from outside our network, and the percentage is that monitor’s own record over the window named — not a figure we typed. The page caches for sixty seconds, so during a fresh incident it can lag reality by up to a minute. The authoritative channel during an active incident is the status email to your named contacts and the incident bridge, not this page.
Past incidents: this board reports current state and carries no history. Previous incidents and scheduled maintenance are published on the monitor’s own status page, which is hosted by the monitoring provider rather than by us — so it is still reachable in the case where it matters: status.novelsystems.ca.
Search 14 articles before you raise a ticket
Articles are indexed on the words people actually type, not only on their titles. Searching “recut” finds the deduction-table article even though the title never uses the word.
14 of 14 articles
- Onboarding12 min
Publishing your first catalogue
Turning a product family, its options, and its compatibility rules into a compiled constraint graph, including how cycles are rejected at publish time.
- CPQ engine15 min
Modelling deduction tables
Moving a laminated cutting-table chart into catalogue data so finished width reliably produces tube, hembar, and fabric cut sizes.
- CPQ engine9 min
Versioning and effective-dating a price book
Why requoting an old order reprices against the book that was live then, and how to correct a book without invalidating history.
- CPQ engine7 min
Configuring approval thresholds
Setting discount depth, contract value, and non-standard-terms approvers as configuration rather than as a code change.
- Field operations11 min
Resolving offline sync conflicts
What merges automatically per field, what surfaces as an explicit review item, and how to read the journal when a sync fails halfway.
- Field operations6 min
Certification expiry and technician matching
How a ticket expiring before a scheduled install date removes a technician from consideration, and how to record a renewal.
- Field operations13 min
Tuning route optimisation constraints
Balancing service windows, van stock, skills, and the overtime ceiling — and reading the rejections array when a job goes unassigned.
- Integrations8 min
Verifying webhook signatures
Timing-safe comparison, the timestamp tolerance, and why a replayed payload must be rejected before the digest is computed.
- Integrations14 min
Declaring a system of record per ERP entity
Choosing which side wins for customers, parts, and invoices so bidirectional sync never resolves a conflict by guessing.
- Integrations6 min
Working inside the API rate limits
Reading the remainder header, backing off correctly, and sizing a nightly reconciliation job against the token bucket.
- Security10 min
Designing RBAC scopes for field and finance
Granting a technician the job without the margin, and a controller the margin without the customer's door code.
- Security9 min
Canadian data residency and subprocessors
Where production records live, which subprocessors touch them, and what a PIPEDA access request looks like operationally.
- Billing5 min
How configured quotes are counted
One document regardless of revisions, why revisions are free, and how overage blocks are applied on Starter Operator.
- Billing6 min
Adding and removing dispatch seats mid-term
Proration rules for seasonal crews, and why removing a seat preserves that technician's completed-job history.
Still stuck? Talk to a person
Monday–Friday, 07:00–19:00 ET. P0 incidents are covered 24/7. Every ticket is read by an engineer who can change the thing you are reporting, rather than by a queue that routes it to one.
Security issues go to security@novelsystems.ca and are triaged as P0 regardless of plan.