Support
Get help.
The fastest way to reach a human is to email us. Your firm's admin can also escalate from the Polaris desktop CRM directly to our support inbox.
The fastest way to reach a human is to email us. Your firm's admin can also escalate from the Polaris desktop CRM directly to our support inbox.
| Channel | Best for | Response time |
|---|---|---|
| support@thenovasystem.com | Anything · bugs, questions, feature requests | Within 1 business day |
| security@thenovasystem.com | Security incidents, suspected breaches, responsible disclosure | Within 4 hours, 24/7 |
| legal@thenovasystem.com | Subscription terms, contracts, MSA questions | Within 2 business days |
| privacy@thenovasystem.com | Data access requests, PIPEDA / PIPA inquiries | Within 30 days (statutory) |
Help for Polaris and Aurora lives inside the app, under You, then Help. For anything the app can't answer, email support@thenovasystem.com and a person will reply within one business day.
A support email that gets fixed on the first reply usually has five things in it. Send these and you will rarely need a second message.
Please do not paste a client's personal information into a support email. We do not need it to reproduce a problem, and it is better for your file if it never leaves the platform.
Is it down, or is it me? The status page says what is running. Our uptime commitment and what happens when we miss it are in service availability and the support SLA.
Getting your data out. Every firm can export its records and documents at any time. What we keep, and for how long after you cancel, is set out in storage and data retention.
Closing an account. The steps and the timelines are on the account deletion page.
Help inside the product. Polaris and Aurora both carry help under You, then Help. It answers the day to day questions faster than we can by email.
A suspected breach or a security bug goes to security@thenovasystem.com and is answered within four hours, any day, any hour. Responsible disclosure is welcome and we will not go after anyone who reports in good faith. The detail is in our security policy.
Access requests and privacy questions under PIPEDA or provincial law go to privacy@thenovasystem.com. If a government body asks us for data, what we do is written down in government requests and counted in the transparency report.
Support email is answered within one business day, security within four hours around the clock, legal within two business days, and privacy requests within the statutory thirty days. Those are the commitments in the support SLA, not an aspiration.
We are a small team and the phone is answered by the people who build the product, so we route through email first to keep it that way. Ask for a call in your email and you will get one.
Only with your say so, and every privileged action is written to an audit log your firm can export. Firm data is walled off from every other firm on the platform.
Write to support with the word urgent in the subject and the deadline date in the first line. That is the trigger we watch for.
Yes. Questions from firms weighing it up go to the same inbox and get the same answer time.
Looking for a guide rather than an answer from us? The written pieces live in Resources.