NOVANET_EVALS▊
11documents · the agent's entire world

Knowledge Base

Everything the support agent is allowed to know. Answers are grounded in these documents and cited by filename — if it isn't here, the agent must say so instead of guessing. This corpus is also the ground truth the eval judge grades against.

billing-faq.md

Billing FAQ

  • · Billing Cycle
  • · Payment Due Date and Late Fees
  • · Payment Methods
  • · AutoPay Discount
  • + 2 more
6 sections · ~253 words
cancellation-policy.md

Cancellation Policy

  • · How to Cancel
  • · Notice and Timing
  • · Early Termination Fee
  • · After Cancellation
4 sections · ~256 words
data-caps.md

Data Usage and Caps

  • · Data Allowances by Plan
  • · Overage Charges (Nova Basic only)
  • · Usage Alerts
  • · Avoiding Overages
  • + 1 more
5 sections · ~237 words
equipment-returns.md

Equipment Returns

  • · When Equipment Must Be Returned
  • · Non-Return Fees
  • · How to Return Equipment
  • · Damaged Equipment
4 sections · ~214 words
installation.md

Installation and Activation

  • · Installation Options
  • · Appointment Windows
  • · Rescheduling and Missed Appointments
  • · Activation Timing
4 sections · ~212 words
moving-service.md

Moving Your Service

  • · Transferring Service to a New Address
  • · Availability Check
  • · Installation at the New Address
  • · Timing and Overlap
4 sections · ~252 words
outage-troubleshooting.md

Outage and Connectivity Troubleshooting

  • · Step 1: Check for a Known Outage
  • · Step 2: Restart the Router
  • · Step 3: Check Physical Connections
  • · Step 4: Escalate to Technical Support
  • + 1 more
5 sections · ~278 words
plans-pricing.md

Plans and Pricing

  • · Residential Internet Plans
  • · Speeds
  • · Equipment
  • · Contracts
  • + 2 more
6 sections · ~277 words
refund-policy.md

Refund and Outage Credit Policy

  • · Outage Credits
  • · How Credits Are Approved
  • · Requesting a Credit
  • · Refunds for Cancelled Service
  • + 1 more
5 sections · ~263 words
security-privacy.md

Security and Privacy

  • · Account Verification
  • · Password and PIN Resets
  • · Phishing and Scam Reporting
  • · Customer Data
  • + 1 more
5 sections · ~268 words
service-hours-contact.md

Support Hours and Contact Channels

  • · Contact Channels
  • · Escalation Paths
  • · Response Time Commitments
  • · Languages
4 sections · ~225 words