This support handbook provides guidelines and procedures for delivering quality support to our community members and users.
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
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While providing help we should always get to the root cause of the issue
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While providing help we try to learn what problems members are trying to solve, to better our product, support and over whole service.
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When providing technical support, try and be as precise and useful as can be.
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Questions roadmap, features, and potential problems?
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Questions about enterprise, commercial stuff?
Community Support Locations and tools
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Discord
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Intercom
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GitHub
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Notion Documentation and notes
Back to FAQs
Go to Linked page