01
Active security incident
Suspected breach, ransomware, active intrusion. Call the 24x7 line and open a P1 ticket below.
Support
Support
Open a ticket, check response targets, or find an answer in the FAQ. Security incidents are triaged 24x7.
Active security incident
+52 1 55 6099 9343
S / How to reach us
How to reach us
Pick the channel that matches the urgency. Everything below reaches a person.
02
Technical support
Platform issues, integrations, agent deployment, alert tuning and false positives.
03
Billing and contracts
Invoices, renewals, refunds, cancellation and purchase orders.
04
Privacy and legal
Data rights requests, DPAs, security questionnaires and vulnerability reports.
SLA / Response targets
Response targets
Targets for first meaningful response. Contracted service levels in your agreement prevail over this table.
| Severity | Definition | First response | Coverage |
|---|---|---|---|
| P1 — Critical | Confirmed or suspected active compromise, or the Platform is fully unavailable. | 15 minutes | 24x7x365 |
| P2 — High | Major function degraded, detection coverage impaired, no workaround. | 2 hours | 24x7x365 |
| P3 — Medium | Partial impact with a workaround available, or a persistent false positive. | 1 business day | Business hours |
| P4 — Low | Question, feature request, documentation or onboarding help. | 3 business days | Business hours |
T / Open a support ticket
Open a support ticket
Submit this form and we create a ticket, send you a reference number by email, and route it to the right team.
FAQ / Frequently asked questions
Frequently asked questions
The questions we are asked most. Select one to expand it.
How do I report an active security incident?
Call +52 1 55 6099 9343 immediately and open a P1 ticket using the form on this page. The 24x7 line is answered by an analyst, not an answering service. Have ready: what you observed, which systems are affected, when it started, and whether you have already taken containment action. Do not power off affected systems before speaking with us — doing so can destroy volatile evidence.
What are your support hours?
Security monitoring, incident triage and P1 response run 24x7x365. P2 to P4 tickets are handled during business hours, Monday to Friday, 09:00 to 19:00 Central Time (Mexico City), excluding Mexican public holidays. Your contract may extend this coverage.
How do I exercise my data privacy rights?
Use the support form, which opens with the topic "Privacy or data rights" already selected. Mexican ARCO requests receive a determination within 20 business days; GDPR requests within 30 days; CCPA requests within 45 days. Full detail, including what to include in your request, is in the Privacy Policy.
Can I get a refund or cancel my subscription?
Yes, subject to the conditions in our Refund Policy and Cancellation Policy. In short: prepaid unconsumed services and billing errors are refundable; services already delivered are not. To stop a renewal, give written notice at least 30 days before your term ends.
Will you sign our DPA and complete our security questionnaire?
Yes. We sign data processing addenda meeting Article 28 GDPR and the equivalent Mexican LFPDPPP obligations, and we complete customer security questionnaires. Send the documents through the support form and we will reply with a signing link. We also maintain a standard security package — architecture overview, sub-processor list, penetration test summary and insurance certificates — which is usually faster than a bespoke questionnaire.
Where is my data stored, and can I choose the region?
Data is processed in the regions described in the Privacy Policy. Customers with data residency requirements can request that their Nova tenancy and security telemetry be confined to a specific region — arrange this with us before onboarding, since migrating a live tenancy is disruptive.
Why did I receive an alert that turned out to be a false positive?
Detection balances sensitivity against noise. When a rule fires on legitimate activity we did not yet know about — a new deployment tool, an unusual admin workflow — it produces a false positive. Open a P3 ticket with the alert ID and we will tune the rule for your environment, usually within one business day. Tuning is included in your subscription; we do not charge for it.
How do I report a vulnerability in your platform?
Use the support form with the topic "Vulnerability report". Our responsible disclosure policy includes a safe harbour for good-faith research: acknowledgement within 2 business days, triage within 5, and public credit if you want it. Please test only against assets we own — never against another customer's tenancy.
Does Nova take automated action on my systems?
Only within limits you configure, and material containment always requires a human approval step. AI in Nova prioritises, summarises and proposes; it does not decide unilaterally. See the AI disclaimer for what that automation can and cannot be relied on for.
How do I change or withdraw my cookie consent?
Use the cookie preferences control on the Legal Shielding page. Withdrawing consent takes effect immediately and does not restrict your access to any part of this site. We also honour the Global Privacy Control browser signal.