Our Commitment To You
We understand that your operations are critical and we're committed to responding quickly to your support requests, keeping you updated at every step of the resolution process.
Here's How Our Process Works: To make sure we're being as efficient as possible, we prioritize all requests based on the nature and severity of the request.
We use a 4-tier system to keep things organized; here are a few examples that show what you can expect from our team in some of the most common scenarios.
|Tier & Response Time||Typical Request Types|
|Tier 1 - Routine|
|Software is operational but minor adjustments are desired. This includes things like creating or altering application settings, filters, and basic workflows.|
|Tier 2 - Medium|
|Software is operational but certain processes are not working. This includes things like an assignment-based workflow not activating or a GIS-update process that needs adjusting.|
|Tier 3 - High|
|Software functionality is restricted. Typically this includes things like maps not loading or the inability to create work against certain types of assets.|
|Tier 4 - Critical|
|Software is not functional. In this case your system is down; you can't login or otherwise use the software.|
Bugs, Feature Requests, and Services
When something can't be solved right away we've got you covered.
Here's how we categorize items that are not standard support requests.
When you find something that causes unexpected behavior, usability problems, or incorrect results we want to
know about it.
Got something that we could be doing better? Should we add or change something to improve? Let us know!
When you're looking for custom processes or solutions to be built within Elements XS, the Professional Services Team makes it happen. Advanced workflows, gnarly reports, and tailored business processes are their specialties. These are the guys that will make your wildest dreams come true - just like Pedro.
We're committed to providing the best possible user experience in all of our applications. If you come across an issue that disrupts normal funcitonality or causes unexpected behavior, you've likely found a bug. Bugs can manifest in many ways, including software crashes, incorrect results, or usability problems. We appreciate your patience as we work to resolve these issues as quickly as possible.
Here's how to navigate the bug process:
Feature Requests & Professional Services
We hear you and we want your feedback.
Your feedback is critical for success and we are always working to improve your user experience. While standard technical support encompasses troubleshooting and offering help with features provided by Novotx during your deployment, some issues will be categorized as either Professional Services items or Feature Requests for better handling on our end.
Here's what that looks like:
We're always eager to hear your suggestions! We keep a running list of all customer-requested features and strive to implement new features that will benefit the entire Elements community. You could suggest new functionalities or propose modifications to existing ones.
Professional Services involve separate projects which our Services Team will quote for you. These could include building new reports, creating new workflows or processes, developing or deploying new integrations, crafting new custom objects or processes, or supporting custom items not initially provided by Novotx.
Check out our documentation site. The Elements XS help and documentation site is top notch. You'll find detailed processes and procedures there as well as in-depth tutorials. Click the help button within your Elements XS deployment to access the site.
Ready to Learn More About Elements XS?
Schedule a quick chat with our sales team to learn how Elements XS can help your organization.