Support Policy
This Support Policy explains how FieldNovi provides customer support, what is covered, and what limitations apply. Our goal is to be clear, responsive, and realistic.
At a glance
FieldNovi provides email-based support during business hours. Support is provided on a best-effort basis and focuses on keeping the platform running smoothly.
Availability
Monday – Friday
9:00 AM – 4:00 PM (Arizona time)
How support is provided
Support is provided primarily via email at support@fieldnovi.com. This is the official and preferred support channel.
At this time, FieldNovi does not provide in-app chat or ticketing support. These features may be introduced in the future.
Support availability
Support is available during normal business hours:
- Monday – Friday
- 9:00 AM – 4:00 PM
- Arizona time (no daylight savings adjustments)
What support covers
- Platform availability or system issues
- Bug reports and unexpected behavior
- Account access and login problems
- Basic questions about using existing features
What support does not cover
- Training or step-by-step onboarding
-
Custom development or feature requests
(Custom work may be quoted as an additional service. Templates created may be shared across users.) - Issues caused by third-party systems or integrations
- User errors, accidental deletions, or incorrect data entry
Data recovery & retention limits
FieldNovi follows a limited data retention policy after account termination.
After an account is canceled or deleted, data may be retained for a short grace period (typically 30–60 days) to allow for recovery or reactivation.
Once data has been permanently deleted, it may not be recoverable. Support cannot restore deleted data outside of the retention window.