Customer success
Support built for regulated operations
A full ticket desk for licensed customers—not a generic contact form. Structured cases, audit-friendly e-sign steps, SLA tracking, and a clear closure workflow so nothing falls through the cracks.
Partner Studio users use the same login URL; your role routes you to the right workspace after sign-in.
Product & licensing
Technical issues, validation questions, activation, and entitlement alignment with your contracts.
SLA by priority
Critical and high priorities get faster first-response and resolution targets—shown clearly in your ticket view.
Compliance-aware
Sensitive actions (create, message, close, reopen) use the same electronic signature pattern as the rest of Novaqis Studio.
How the ticket lifecycle works
- 1
Open a ticket
Sign in to the customer portal and describe the issue: product behaviour, licensing, billing, or a general enquiry. Priority drives internal routing and SLA clocks.
- 2
Track and collaborate
Every update appears in a dated thread. Novaqis staff may set the ticket to “awaiting you” when we need information; your reply returns it to the active queue.
- 3
SLA visibility
Target first-response and resolution times are calculated from ticket creation based on priority. The portal shows whether each target is on track, due soon, or breached for transparency.
- 4
Resolve and confirm
When we mark a ticket resolved, you confirm closure with an electronic signature—optionally with a 1–5 rating and short comment. Reopen anytime if the problem persists.
After resolution
When Novaqis marks your ticket resolved, you decide whether to close it (with optional satisfaction score) or reopen it with context. Closed tickets stay read-only until reopened—keeping the history intact for audits and quarterly reviews.
Not a customer yet?
Prospects should use the contact form on the homepage or email contact@novaqis.com. Once you have a licensed organization, your Novaqis partner provisions portal access and you can use the support desk for all case work.
Site policies (draft): Terms of use · Privacy policy · About us