Support handbook

Guidelines

• Always be nice, polite, and informative.
• While providing help we should always get to the root cause of the issue.
• While providing help we try to learn what problems members are trying to solve, to better our product, support, and overall service.
• When providing technical support, try and be as precise and useful as can be.
• Always follow up on issues, questions, and tickets.
• Only if needed escalate to other team members. Escalation process takes longer, and have more risk of delivering a lower support quality.
• Whenever possible convert issues, question into new pieces of knowledge.
• Our FAQ section and Documentation are always available.
• Strive to go over to video call to supply better support, and better guidance.
• Discord is for all of our community support.
• Intercom is intended cloud users, thus information there is focused around cloud based.
• Roadmap is available on Novu’s Github.
• Novu is a commercial is a commercial company, with both an Open Source project as well as a SaaS offering.
• If asked about pricing, pricing page is available here, further questions can be directed to @Tomer Barnea or @Dima Grossman.

Procedures

Community Support Locations and tools