Support Policy
NovaBACKUP Support Policy
Last Updated: September 2025
Current NovaBACKUP Version: 21.2.804
Mission Statement
NovaStor Technical Support is committed to providing a high level of professional support to our customers and partners, enabling their success with NovaStor's software solutions and technologies. Our support teams in the U.S. and Germany consist of highly qualified support engineers who identify with our customers' goals.
We aim to provide timely, accurate solutions to our customers by offering expertise and providing appropriate sources of information and assistance. NovaStor maintains a high level of technical knowledge and competency in our support engineers and provides the team opportunities to excel.
Our customers' and partners' success with our products is considered our responsibility: we listen to your input in order to assist with the continued improvement of our services and products.
Online Support
NovaStor offers a range of informational materials accessible to all customers:
Available Resources
📚 Knowledge Base & Documentation
- NovaBACKUP Knowledgebase - Online resource center with publicly available product information
- Product Documentation - Release notes and documentation for all major versions
- Training Videos & Webinars - Product introductions and core task training
📧 Email Support Available for all supported NovaStor products by submitting a support request online.
Support Plans & Services
Free Trial Support
Duration: 15 consecutive calendar days from registration
What's Included:
- Access to online support options
- Submit support requests online
- Individual answers from support team within one business day
NovaBACKUP for Buffalo Customers
Included Support: Email Support only (as defined above)
Product Redemption: Visit buffalo.novabackup.com
⚠️ Note: NovaBACKUP for Buffalo products do not include NovaCare Support plans unless purchased separately.
Purchase NovaCare: get.novabackup.com/novabackup-buffalo
NovaCare Support Plans
What's Added: Phone support + free updates/upgrades to ensure you always have the latest product
Key Features:
- Professional support for NovaStor products
- Support for any employee using the software
- Most efficient when IT professionals are involved at customer site
- Duration: Annual plans starting from purchase date
- Subscription Products: Include NovaCare support automatically
Check Your Status: Enter your key on our Support page
Restore Support
Availability: No additional charge for customers with active NovaCare plan
How to Request:
- Submit support request online, OR
- Call NovaStor support number
⚠️ Important Note: Successful data restore depends on customer data protection measures. NovaStor cannot guarantee successful restore but provides optimal support during the process.
Setup Assistance Support
Eligibility: All NovaBACKUP customers
Cost: No charge
What's Included:
- Scheduled phone call with NovaStor support engineer
- Remote assistance session for installation and configuration
- Valid for: Single installation within 30 days of purchase
Support Request Processing
Submitting Support Requests
Eligibility: Active Support Plan holders
How to Submit:
- Go to NovaBACKUP Support Section → click "Submit a Ticket"
- Or visit support portal
- Fill out necessary fields with detailed problem description
Required Information (include one):
- License Key (preferred)
- Cleverbridge Order reference number
- Email used at time of purchase
Support Request Lifecycle
🎫 Ticket Assignment
- Unique Ticket ID assigned to each request
- Enables prioritization, tracking, and status updates
- Save your Ticket ID for phone support references
📧 Email Communication
- Confirmation email with Ticket ID and support system link
- Technical Support responds through same email channel
- Reply to email to update your ticket
🔄 Ticket Management
- View status and add comments anytime via Support Website
- Close ticket yourself if you find a solution
- Closed tickets no longer visible to support team
Remote Support Sessions
When NovaStor Technical Support requests a remote session:
🔧 Technical Requirements:
- TeamViewer only - No-install QuickSupport module at novabackup.com/teamviewer
🔒 Mandatory Security Requirements:
- ✅ Customer MUST be on phone throughout entire session
- ✅ Customer MUST maintain machine control (watch all activities)
- ✅ Customer MUST enter all required credentials themselves
- ✅ Support will NOT make changes without verbal confirmation
- ✅ Support focus: product support, not operating environment
⚠️ If customer disagrees with these terms, remote session will NOT be initiated under any circumstances
Support Request Closure
Typical Closure Scenarios:
- Customer confirms resolution reached
- No response after three attempts
- Issue cannot be resolved or NovaStor chooses not to resolve
Reopening Tickets:
- Within 60 days: Reply to ticket email
- After 60 days: Submit new ticket required
- ⚠️ Ensure reopened tickets address same issue - new issues require new tickets
Customer Satisfaction Surveys
We conduct customer satisfaction surveys to measure success and improve services. Your feedback directly influences our current and future service offerings.
Supported Versions {#supported-versions}
General Support Policy
- Current and previous major versions supported by Technical Support
- Annual release cycle for major versions typically
- Documentation for unsupported versions may remain available
- ⚠️ No support requests accepted for discontinued versions
Current Supported Versions
NovaBACKUP PC Agent and Server Agent
| Version Status | Version | Release Date |
|---|---|---|
| Current Version | 21.x | August 2025 |
| Previous Version | 20.x | June 2024 |
Latest Release: 21.2.804 (Released: August 4, 2025)
🔄 Product Renaming Note:
- NovaBACKUP PC edition → PC Agent
- Server and Business Essentials editions → Server Agent (combined in 21.0.x)
- All existing PC/Server/B.E. licenses continue to function with retained features
Microsoft Support Policy Requirements
⚠️ IMPORTANT: NovaBACKUP Support team can only provide assistance for products still supported by Microsoft.
Unsupported Operating Systems
As of October 10, 2023 - No longer supported by Microsoft or NovaBACKUP:
Windows Server:
- Windows Server 2012 and 2012 R2
- Windows Server 2008 and 2008 R2
- Windows Small Business Server 2011
Windows Client:
- Windows 8.1 and Windows 8 (all editions)
- Windows 7 (all editions)
Unsupported Applications
As of April 11, 2023 - No longer supported by Microsoft or NovaBACKUP:
Microsoft Exchange:
- Exchange Server 2013
- Exchange Server 2010
Microsoft SQL Server:
- SQL Server 2012
- SQL Server 2008 and 2008 R2
Important Restrictions
🚫 NovaBACKUP 21.0.x Limitations:
- Cannot be installed on any unsupported OS listed above
- Cannot be installed on x86 32-bit operating systems
- Technical Support unavailable for these systems or applications
📚 For More Information: See Microsoft Product Lifecycle or Product End of Support pages.
Update and Upgrade Policy
Product Updates
What They Include: Important fixes that could affect you
Frequency: Released regularly
Eligibility: Free updates until next major release (e.g., 20.x to 21.x)
🔍 Check for Updates:
- Use "Check for Updates" button in software Help menu
- May take ~1 week after announcement before software notifies users
- Check eligibility at upgrade page
📧 Stay Informed: Subscribe to NovaStor email notifications for updates and releases
Product Upgrades
What They Include: Major enhancements, new features, significantly improved functionality
Version Changes: Major version number changes (e.g., 20.x → 21.x)
Eligibility Options:
| Plan Type | Upgrade Eligibility |
|---|---|
| Active NovaCare Plan | ✅ Free product upgrades |
| No Active NovaCare | 🛒 Full version purchase required* |
| Initial Purchase | ✅ Full year NovaCare included |
| Subscription Plans | ✅ NovaCare support included |
| Maintenance Plans | ✅ Full year updates/upgrades included |
*Upgrade purchases no longer available for NovaBACKUP product line. Occasional discounts may be available.
Check Eligibility: Visit upgrade page
Product Upgrade Protection Policy
By purchasing NovaStor products with NovaCare, maintenance plans, or subscription products, customers ensure software stays current without extra upgrade costs.
What's Included During Active Coverage:
- ✅ All generally-released new versions
- ✅ Updates and major releases
- ✅ Changes, service packs, and patches
- ✅ Free downloads as long as plan remains active
Contact Information
Questions about NovaCare protection plans: ols@novabackup.com
Downloads and Installation
Download Current Version
Download NovaBACKUP PC Agent and Server Agent Here
Installation Support
For installation issues: Installation ends prematurely on client install
Disclaimer
This document has been created for your convenience. Nothing in this document conveys a contractual right to you, or a commitment from NovaStor. NovaStor reserves the right to make changes and amendments to this document and change any support policies referenced here at its discretion.