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Novacura Flow Connect

Product Support Service Description

#ServiceOverview

1.Service Overview

This document describes the Customer Support Service provided by Novacura AB for customers using Novacura Flow under Product Support Services.

The service ensures that customers receive timely, professional assistance on issues related to the operation and performance of the platform.

The goal of Novacura Customer Support is to minimize downtime, maintain customer satisfaction, and enable efficient resolution of incidents and service requests.

#ScopeofService

2. Scope of Service

Included services in Product Support:

  • Incident Management and troubleshooting of product-related issues.
  • Product Updates and guidance on known issues, maintenance windows.
  • Knowledge Sharing with access to documentation, user forums, FAQs, and release notes.
  • Root cause analysis (RCA) for Severity 1 incidents.

Excluded from Product Support (available via separate agreements or services):

  • Custom development or consulting (Assistance with product-related questions, configuration guidance, and standard changes)
  • Customer-specific integrations outside of the standard platform
  • Onsite support unless explicitly contracted.
#ServiceChannels

3. Service Channels

Customers can contact Novacura Customer Support via:

  • Customer Support Portal (primary channel)

The Jira Service Management portal Customer Support Portal should be used for any support needs throughout the customer’s software implementation and operational lifecycle.

  • E-mail

As a secondary option, support requests can be submitted via email to nps@novacurasupport.atlassian.net

  • Phone

This option is available for escalation of critical or high-priority incidents. It is strongly encouraged that a support ticket is registered first. Any subsequent telephone conversations between customer users and Novacura personnel will be documented in the corresponding ticket, ensuring full visibility through the Support Portal.

  • Supported Languages

Standard support language is English. Local languages can be provided as per separate agreement.
In addition to support, customers have access to the Novacura Community through the Novacura Forum to interact and collaborate.

#ServiceHours

4. Service Hours

Novacura provides support during regional business hours Monday–Friday, 08:00–17:00 (local time, excluding public holidays in the staffed region) using a follow-the-sun model across global teams. Tickets raised outside staffed hours are queued for the next staffed region.

Optional 24×7×365 support can be contracted separately.

#ServiceLevels

5. Service Levels

Severity

Severity definitions

Initial Response Time

Examples

Blocker (S1)

Complete service outage or major business impact. No workaround available.

≤ 1 hour

Platform unavailable or authentication outage affecting multiple tenants.

High (S2)

Major functionality is severely affected, but a temporary workaround exists.

≤ 4 hours

Material degradation or major features are down with significant impact.

Medium (S3)

Limited impact: most services are still functioning normally. Workaround exists.

≤ 12 hours

Limited impact; workaround available.

Low (S4)

Minor issues, cosmetic problems, or general inquiry. Workaround exists.

≤ 40 hours

Minor issue or general question.

 

Incidents are prioritized internally based on severity and business context to ensure appropriate response and resource allocation.

Optional 24/7 support

  • Available by separate agreement (24×7×365).
  • The response-time targets above apply at all times when the 24/7 option is active.

Resolution timeframes

  • S1 / Disaster Recovery: Novacura targets restoration within 8 hours (continuous clock to meet RTO ≤ 8h) and provides a short RCA within 5 business days.
  • S1 / Product Defect: Provided that the Customer’s system and technical environment allow Novacura to provide correction, within forty-eight (48) hours from Novacuras recept of the Customers notice submitted via Novacura Support Center.
  • Other priorities: Targets are measured during staffed business hours under the standard plan, or continuously when the optional 24×7×365 plan is contracted.
  • If data restore is required: Novacura’s RPO is ≤ 4 hours (maximum targeted data-loss window).

Post-incident Root Cause Analysis (RCA) is provided for S1 incidents within 5 business days of resolution. 

#CustomerResponsibilities

6. Customer Responsibilities

To ensure efficient handling of support requests, customers are expected to:

  • All support tickets should be registered through the Support Portal.
  • Provide detailed information, including logs, screenshots, and steps to reproduce issues.
  • Provide Novacura with secure remote access to Customer environment if required for trouble shooting.
  • Ensure accurate and timely escalation with relevant details (error messages, replication steps).
  • Maintain internet connectivity, client environments, and integration points under customer control.
  • Stay updated on product release notes, maintenance notifications, and best practices such as coding guidelines.

Exclusions

SLA resolution times do not apply when delays are caused by:

  • Scheduled or Planned Maintenance.
    Downtime or service unavailability resulting from planned or scheduled maintenance activities.
  • Customer Systems, Equipment, or Configurations
    Incidents caused by the customer’s own infrastructure, systems, configurations, or equipment.
  • Third-Party Vendors or ERP Changes
    Issues arising from third-party vendors, ERP system changes, or other external dependencies that impact Novacura solutions.
  • Service Requests, Consulting, or Development Work
    Requests related to consulting, customization, or development efforts that extend beyond standard support.
  • External Communication Failures
    Service disruptions caused by failures in communication links or networks outside Novacura’s control.
    • Third-Party Systems and Services
      Problems due to outages, degraded performance, or failures in external systems, APIs, or services not managed by Novacura (e.g., customer-hosted infrastructure, third-party identity providers, external data sources, or integrations).
    • Misuse or Unsupported Configurations
      Incidents caused by misuse, misconfiguration, or use of Novacura products in ways that are undocumented, unsupported, or not aligned with Novacura’s guidance.
  • Access and Security Restrictions
    Delays or limitations in problem resolution resulting from insufficient system access, restrictive security policies, firewall rules, or other customer-imposed constraints preventing timely investigation.
#LinkedPolicies&References

7. Linked Policies & References

Additional policies and documentation support this Service Description.