How To Contact Us?

The fastest and most effective way to reach our support staff is to email our support team at 

support@n41.com

Phone calls, faxes, and other forms of communication may result in issue handling delays.  Our support team is available during normal business hours, Monday through Friday, from 9:00 am to 6:00 pm Pacific Time, and will usually respond to your issue in the same manner in which it was reported, in the order it was received.

ONLINE KNOWLEDGEBASE

In addition to our knowledgeable Technical Team, we provide a robust Knowledge Base resource where you will find specific pages with frequently asked questions, documents, and software integration methods.  Chances are you will find the answer to your question by viewing our extensive library of training videos and step-by-step how-to manuals. If for some reason the answer isn’t there, then do feel free to contact a support representative. We are happy to help!

When to Contact Technical Support

The primary responsibility of our technical support team is to solve problems customers may face with the N41 system.  Issues related to hardware, networking, or other software products should be reported to the appropriate vendor.  We can recommend skilled and reliable hardware and networking technicians when needed.

Customers requesting technical support should have a basic working knowledge of Microsoft Windows, including the ability to browse, and copy or move files and folders on the hard drive or the network.  You should also be familiar with how to grant online remote access to the computer.

Please note that technical support is not a substitute for training.  We gladly offer training on specific issues, features, etc. – at an additional charge – to customers who provide us with online, remote access to their N41 system.  Most training sessions can be conducted in 30 minutes or less.

Training videos on basic features for your N41 system are provided for free and can be found within the customer support section of this website.

Response Times

We strive to respond to all support requests within four hours or less, in the order in which they are received.  However, response times are subject to priority, call volumes and other factors that are sometimes out of our control.  Issues reported in the afternoon may not be addressed until the next business day.

Online Support

Most problems can be promptly resolved – without the need for a technician to visit your office – through secure remote, online access to your N41 system.

Payment Terms

Payment for your support contract is due at the beginning of the contract term.  Clients who report an issue, but have not yet paid their contract fees, will be asked to remit payment in full before the problem is resolved, or will be billed the higher standard rate charged to those customers without a support contract.

Payments that are 60 or more days past due will result in automatic contract termination.  Re-establishing your contract after that may result in substantial rate increases, and will require you to pay for any support performed during the payment lapse at the new contract rate.  An additional reinstatement fee equal to 15% of your new contract price will also be assessed.

Billable Support

Clients with active support contracts will receive the first 10 minutes of telephone or other online support free for any issue.  The remainder of the required resolution time will be billed at preferred rates, with time rounded up to the nearest half hour.  Customers without a support contract will pay standard (higher) rates, with time rounded up to the nearest hour.

In some cases, problems can be resolved offline.  These issues will be billed at a fixed price, based on the estimated number of hours required.

Billable support is never performed without your advance approval.  Additionally, Nouvolution will never charge to correct problems caused by bugs or defects in the software.

Software Updates

Customers using the hosted version of N41, as well as those who hold an active support contract, are entitled to all updates and enhancements for all legally-licensed products at no charge.

Appointment Cancellations

There will be no charge for support appointments that are canceled with at least 24 hours notice.  Appointments canceled with less than 24 hours notice are subject to a one-hour charge.