Support
Support with a clear SLA for Noveu Werkplek and Noveu Mail.
Support channels
Reachable via several channels.
- Ticket portal
- AI chat support is available 24/7 (fair use: 500 actions per organisation per month).
- Email on working days; phone in an Enterprise agreement
- Escalation for complex incidents
- Overview of incidents and response times on request
Support that keeps working
SLA, communication and aftercare in 1 model.
AI chat also works outside office hours, and on working days we help you further by email.
On request we send an overview of incidents and response times.
- Escalation for complex incidents
- Overview of incidents and response times on request
Service levels
One SLA for Noveu Werkplek and Noveu Mail.
The channels and opening hours of support and the agreements on availability are in the SLA.
Read how the service desk works: channels, notifications and escalation
Escalation process
Clear steps and responsibilities.
1. Triage and impact check
2. Escalation
3. Communication to stakeholders
4. Post-incident evaluation
FAQ
Frequently asked questions about support.
Is 24x7 available?
Yes, for AI chat support. Email support runs on working days from 09:00 to 17:00.
How do we report incidents?
Via a ticket in the customer portal or by email to support@noveu.eu.
Do we get monthly reports?
Not as standard. On request we send an overview of incidents and response times, as article 7 of the SLA describes.