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Support is a vital part of the total Novera customer experience. We want you to get the most from our products long after the initial purchase and we provide a range of support services to ensure that any issues - should they arise - are resolved quickly and to your satisfaction.

What Support Options and Resources are Available?

Frequently Asked Questions (FAQ)

If you cannot find the information you're after elsewhere on our web site, chances are you'll find the answer to your question in our FAQ section. Here we answer mainly pre-sales questions and provide general information about our products, services, licensing, pricing and more.

Knowledge Base

The Knowledge Base contains information of a more technical nature. Here you'll find tips & tricks, answers to common technical queries, resolution to common problems and guidance to assist with trouble-shooting. The knowledge base is available to all registered clients and we highly recommend that you check here first for a solution to your issue before submitting a technical support ticket.

Software Downloads

Customers with a current Maintenance and Support Agreement have access to our downloads section where all the latest updates and upgrades are available for download.

Documentation

The latest products documentation - including release notes, installation manuals and user manuals - is available for download from the downloads section.

Technical Support

Novera provides a range of technical support options to suit varying requirements and budgets:

Standard Support

Standard Support is available to all customers who have a current Support and Maintenance Agreement. This provides you with access to all our support resources and allows trouble tickets to be raised through our web site or by email.

Premium Support

We recognise that for many customers our solutions are an important part of their day to day business operations. For this reason we offer a number of Premium Support options with increased service levels and other benefits. Please contact us for further details.

Per Incident Support

At times you may require assistance with issues that are not covered by technical support, such as system configuration, basic customisation and 'how do I...' questions. For these eventualities we give you the ability to obtain and pay for our assistance on a per incident basis. The minimum fee is $100 per incident or you can purchase multi-incident packs at a discount.


Obtaining Support

Hours of operation: 8.30am to 5.30pm AEST, Monday to Friday, excluding public holidays.

Support is only available to customers with a current Maintenance & Support Agreement.

If you do not have a current Maintenance & Support Agreement because it has lapsed or because you did not purchase your software through Novera, please contact us to discuss your options.


Before contacting Support, please log in to the Customer Support Centre and check the Knowledge Base for answers. If you are unable to resolve the issue please raise a new trouble ticket using one of the methods below:

Web Site: Log in to our Customer Support Centre and create a new ticket.

Email: Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it    A trouble ticket will be automatically created.

Telephone:  Telephone support is only available to customers with a Premium Support agreement. Details are provided as part of your Premium Support Welcome Pack.