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Support Hours and Contact Channels
service-hours-contact.md · 4 sections · ~225 words
Contact Channels
- Chat assistant: 24/7 in the NovaNet app and portal.
- Live chat agents: Monday–Saturday, 7 AM – 11 PM local time.
- Phone support: 1-800-NOVANET, Monday–Saturday, 7 AM – 11 PM; Sunday 9 AM – 6 PM.
- Technical Support (escalations): 24/7 for active outage and no-connection cases.
- Billing Team: Monday–Friday, 9 AM – 6 PM. Reached only via ticket (not directly by phone or chat).
- Retention team (cancellations): Monday–Saturday, 8 AM – 8 PM, phone only.
Escalation Paths
| Issue | Escalate to | How |
|---|---|---|
| No connection after troubleshooting | Technical Support | Support ticket, 24/7 |
| Refunds, credits, charge disputes | Billing Team | Billing dispute or credit request ticket |
| Cancellation requests | Retention team | Phone transfer or callback |
| Business plan inquiries | Business Sales | business@novanet.example |
| Phishing / account compromise | Security team | phishing@novanet.example + security hold |
Response Time Commitments
- Support tickets: first response within 4 business hours.
- Billing disputes: resolution within 5 business days.
- Credit requests: response within 3 business days.
- Technician visits: next-available window, typically within 48 hours.
Languages
Support is available in English and Spanish on all channels. The chat assistant additionally supports French and Urdu.