1. Scope
This Support SLA describes our support commitments for the Meridian platform: the Polaris desktop, the Aurora mobile companion, the Island Bar widget, and the supporting back-end services (the "Service"). It applies to firms subscribed under the MSA. Beta features and unpaid accounts are supported on a best-efforts basis only and are not covered by the response targets or service-level credits.
2. Hours of support
Meridian is in early access. There is no contractual uptime guarantee or service credit yet. Email support replies within one business day.
| Window | Hours |
|---|---|
| Standard support | Monday to Friday, 8:00 to 18:00 Pacific Time, excluding Canadian statutory holidays |
3. Channels
- Email: support@thenovasystem.com.
- In-product help: Help button inside Polaris and Aurora.
- Documentation: knowledge base and onboarding guides, accessible inside the product.
- Status: /legal/status for real-time service availability and incident history.
4. Severity definitions
| Severity | Definition | Examples |
|---|---|---|
| Severity 1: Critical | The Service is unavailable to a material portion of the firm's users, or a confirmed security incident is in progress. | Sign-in is broken for the whole firm; the platform is returning errors to all users; suspected breach of customer data. |
| Severity 2: High | A major feature is unavailable or impaired and there is no acceptable workaround. | Documents cannot be uploaded; calendar sync is broken; assistant returns errors for most prompts. |
| Severity 3: Medium | A feature is impaired but there is a workaround, or a non-critical feature is unavailable. | A single integration is failing; a non-essential dashboard widget is wrong; cosmetic UI defect with workaround. |
| Severity 4: Low | Question, how-to, configuration help, or minor request. | How do I bulk-import clients? How do I export the activity log? |
5. Response targets
Response time means the time from when a properly described, in-scope ticket is received during the applicable hours until a Nova System staff member responds with substantive information (an acknowledgement alone does not satisfy the response target).
During early access, the first response target is one business day at every severity. We work on the most severe issues first.
6. Uptime target
There is no contractual uptime guarantee yet. We target 99.9% monthly uptime for the production Service measured as the percentage of minutes in a calendar month in which the core authenticated Service is available, excluding scheduled maintenance, force-majeure events, and excused downtime. Status data is published at /legal/status.
6.1 Scheduled maintenance
We announce scheduled maintenance through the status page and, for maintenance expected to be user-visible, by email to administrative contacts at least seventy-two hours in advance, except for emergency maintenance to address security or stability concerns.
6.2 Excused downtime
The uptime target does not cover unavailability caused by (a) factors outside our reasonable control, (b) the Customer's actions or third parties acting on the Customer's behalf, (c) the Customer's equipment, network, or integrations, (d) beta features, (e) third-party services not under our control, including the Customer's connected services and certain third-party intelligence service providers' outages, or (f) suspension permitted by the MSA.
7. Service credits
Meridian is in early access, and there are no service credits yet.
8. Out-of-scope support
Support does not cover (a) issues with third-party services not under our control, (b) defects in the Customer's own integrations, (c) bespoke development beyond the supported APIs, (d) end-user training beyond the documentation, or (e) issues caused by use of the Service contrary to documentation or the AUP. We may offer professional services for out-of-scope work under a separate statement of work.
9. Higher tiers
Plans that include premium support may offer faster response targets, named technical contacts, quarterly reviews, and structured escalation paths. Premium terms, if applicable, are set out in the Order Form.
10. Escalation
To escalate an open ticket, reply with "ESCALATE" in the subject line and a short explanation.
11. Changes
We may update this Support SLA from time to time. Material reductions in service levels will not take effect for the Customer until the next renewal.
12. Contact
Support: support@thenovasystem.com. Premium-support and partnership: trust@thenovasystem.com.