Support & Help Center
Enterprise-grade support for enterprise-grade infrastructure
When your infrastructure supports millions of users and billions of dollars in transactions, you need a support team that understands the stakes. Our engineers have an average of 12 years of distributed systems experience and have collectively resolved over 140,000 enterprise support cases.
Production emergency? Call our 24/7 emergency line for immediate Severity 1 assistance.
Support tiers built for enterprise reality
Every Novastraxis deployment includes Standard support. As your infrastructure footprint grows and the stakes get higher, upgrade to Premium or Enterprise for faster response times, dedicated engineers, and proactive guidance.
Standard
Comprehensive self-service support included with every Novastraxis deployment. Ideal for teams with in-house infrastructure expertise who need reliable documentation and community resources.
- Knowledge base access with 2,000+ articles
- Community forums with peer support
- Email support with 24-hour response SLA
- Monthly platform health reports
- Access to recorded training webinars
- Standard incident notifications
Premium
Priority access to senior engineers with accelerated response times. Designed for enterprises running production workloads that demand faster resolution and proactive guidance.
- Everything in Standard
- 4-hour response SLA for critical issues
- Dedicated Slack channel with engineering team
- Quarterly architecture review sessions
- Priority bug fixes and patch deployments
- Named support engineer assignment
- 24/7 phone support for Severity 1 incidents
- Custom runbook development assistance
Enterprise
White-glove support with a dedicated Technical Account Manager who understands your architecture intimately. For organizations where infrastructure availability directly impacts revenue.
- Everything in Premium
- Dedicated Technical Account Manager (TAM)
- 15-minute response SLA for Severity 1
- On-site support visits (quarterly)
- Custom SLA and uptime guarantees
- Executive escalation path
- Proactive monitoring and alerting
- Annual disaster recovery drill facilitation
- Early access to platform features and betas
- Dedicated infrastructure capacity reservations
Knowledge base
Over 2,000 articles written and maintained by the same engineers who build the platform. Our knowledge base is updated with every release and covers everything from initial deployment to advanced architecture patterns.
Getting Started
Everything you need to deploy your first workload on Novastraxis, from account setup to production-ready configurations.
API Reference
Complete REST and gRPC API documentation, SDKs, client libraries, and code examples across 12 programming languages.
Security & Compliance
Detailed documentation on our security architecture, compliance certifications, and how to meet regulatory requirements.
Billing & Accounts
Account management, billing inquiries, usage reporting, cost optimization tools, and enterprise licensing documentation.
Platform Status
Real-time and historical platform status across all 48 regions, including scheduled maintenance windows and incident postmortems.
Migration Guides
Step-by-step migration playbooks for moving production workloads from other cloud providers and on-premises infrastructure.
Frequently asked questions
Answers to the most common questions from our enterprise customers. Can't find what you're looking for? Reach out to our support team at support@novastraxis.comand we'll get back to you within one business day.
What are your support hours?
Standard support is available Monday through Friday, 6:00 AM to 8:00 PM Pacific Time. Premium support includes 24/7 phone access for Severity 1 (production down) incidents. Enterprise support provides round-the-clock coverage across all severity levels with dedicated TAM availability during your business hours.
How do I escalate a critical production issue?
For Severity 1 incidents (production system down or severely degraded), call our emergency line at +1 (415) 555-0199 immediately. Premium and Enterprise customers can also use their dedicated Slack channel. All Severity 1 incidents automatically trigger our on-call engineering rotation and are escalated to senior leadership within 30 minutes if unresolved.
Can I upgrade my support tier mid-contract?
Yes. Support tier upgrades take effect immediately upon contract amendment. We pro-rate the cost for the remaining contract period. Downgrades take effect at the next renewal date. Contact your account manager or email sales@novastraxis.com to initiate a tier change.
Do you offer professional services beyond support?
Yes. Our Professional Services team offers architecture design reviews, migration planning and execution, custom integration development, performance optimization engagements, and compliance audit preparation. These are scoped as separate statements of work. Visit our platform page at /platform/core-infrastructure for details on infrastructure capabilities.
How do I access the Novastraxis status page?
The Novastraxis status page is publicly accessible at status.novastraxis.com. You can subscribe to receive real-time notifications via email, SMS, webhook, or RSS feed. The status page covers all 48 regions and provides both current status and 90-day historical uptime data.
What certifications does Novastraxis hold?
Novastraxis maintains SOC 2 Type II, ISO 27001, ISO 27017, ISO 27018, FedRAMP High, PCI DSS Level 1, HIPAA, and CSA STAR Level 2 certifications. Our compliance documentation is available to customers under NDA through the Security & Compliance section of the knowledge base. Annual audit reports are published within 60 days of completion.
Can I request a dedicated support engineer?
Dedicated named engineers are available with Premium and Enterprise support tiers. Premium customers receive a named support engineer who becomes familiar with your architecture and deployment patterns. Enterprise customers receive a full Technical Account Manager who participates in your planning meetings and provides proactive recommendations.
How does Novastraxis handle incident postmortems?
Every Severity 1 and Severity 2 incident receives a published postmortem within 5 business days. Postmortems include a detailed timeline, root cause analysis, customer impact assessment, and concrete remediation actions with owners and due dates. Enterprise customers receive private briefings for incidents that affected their deployments, including architecture-specific recommendations.
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Our annual report surveyed 1,200 CISOs across 14 industries. Discover why zero-trust adoption is accelerating and how leading enterprises are rethinking their security architecture.
Read the ReportCore Infrastructure Platform
Explore the architecture behind five nines of uptime. Our core infrastructure documentation covers compute, storage, networking, and security layers in detail.
Explore the PlatformStill need help?
Our support engineering team has collectively resolved over 140,000 enterprise cases. Whatever your challenge — migration complexity, performance optimization, compliance requirements, or production incidents — we've seen it before and we can help.