Need a Hand?
Our support team is here to help
email support@novotx.com
Support Holiday Hours :
Closed Christmas Day & New Year’s Day
Normal Hours: Monday – Friday 8:00 AM–5:00 PM MST
We’re Here When You Need Us
We know your operations can’t afford delays. That’s why our support team is fast (with an average response time of 3 minutes), reliable (maintaining a 100% customer happiness rating), and always focused on keeping you informed, every step of the way.
How Our Support
Process Works
We prioritize every request based on urgency and impact, using a four-tier system to ensure the right issues get the right response.
While most tickets receive a first response in under 5 minutes, our guaranteed service levels are:
Tier 1: Routine
Response time: Within 1 business day
The software is fully operational, but minor changes are requested, such as adjusting settings, filters, or simple workflows.
Tier 2: Medium
Response time: Within 8 hours
The software is working, but specific processes need attention—for example, a workflow not triggering or a GIS sync needing adjustment.
Tier 3: High
Response time: Within 4 hours
Core functionality is affected. This may include issues like maps not loading or the inability to create work orders for specific assets.
Tier 4: Critical
Response time: Within 1 hour
The software is non-functional—such as being unable to log in or access any part of the system. We treat these issues with top priority.
Found a bug?
We’ll Squash It.
Something not working the way it should? Let us know! Bugs can look like crashes, glitches, or unexpected results—and we want to fix them fast.
What to include in your report
Steps to reproduce the issue
The more detail, the better.
Expected vs. actual behavior
What you thought would happen vs. what did.
Screenshots or screen recordings
Show us what you’re seeing.
Send your bug report to: support@novotx.com
How we fix it
Review & Prioritize
Our team confirms the issue, assesses its impact, and triages it based on severity.
Fix It
Engineers get to work—some fixes are quick, others take more time depending on complexity.
Keep You Updated
You’ll hear from us when it’s resolved, along with any helpful next steps.
Built Around You
From custom requests to community-driven features, we’re always evolving Elements to fit the way you work.
Got an Idea? We’re Listening.
Have a feature you wish existed? We track all customer feature requests and use them to guide future updates to Elements.
- Suggest improvements to existing features
- Propose entirely new functionality
- Help shape the future of our platform
Feature ideas can also be sent to support@novotx.com
Just let us know it’s a suggestion!
Need Something Custom?
Sometimes you need a little more than what’s out-of-the-box. That’s where our Professional Services Team comes in.
- Build custom workflows
- Create advanced reports
- Support new integrations
- Tailor the platform to your specific needs
These projects are scoped and quoted separately so you get exactly what you need—on your terms.
Looking for Documentation?
Click the Help icon in your app to access how-to articles, guides, and other resources.
What our Customers
are Saying
Seamless Deployment
“I just wanted to write you to share how fantastic our deployment of Elements XS has been for the City of Reno. Specifically, I really wanted to commend both Mary-Clare and Jared. Both of their support, expert knowledge, responsiveness, and engagement in making Elements a foundational platform for the City of Reno has been remarkable. We couldn’t have asked for better people to guide us on our journey.”
— Greg Johnson | Asset Data Program Manager | Reno, NV
Insight-Driven Improvement
“The Usability Review was vital in providing us valuable insights into how our various EXS users utilize the software, helping identify pain points and areas for improvement. Specifically, we were able to walk through both our operational and process requirements which allowed developers and product development teams to observe directly, revealing opportunities for better system utilization/ optimization and training. It is our hope with our continued collaboration that this will lead to more intuitive UI designs that better meet our user and business needs and support organizational goals both now and in the future.”
— Abby Shultz | Applications Manager | Avondale, AZ
See How Elements XS
Can Work For You
We’re here to help, reach out!