Need Support?

Our team is here for you
At NOVA, we take pride in delivering a first-class client experience. With guaranteed response times, a support portal with a current knowledge base, and professional support technicians that are readily available. Your concerns will be addressed and examined for repair in a professional and timely manner.

Membership Packages

Contact Support

Designed with You in mind

Rapid Response

Get a response for the tech support team in as little as 30 minutes.

Nights & Weekends

We come on-site nights and weekends to quickly resolve your issue.

24/7 Access

Reach a service technician 24/7 to begin remote troubleshooting.

System Monitoring

We are able to proactively monitor the health of your system.

NOVA Pro Support Plans

We offer a few support levels to choose from. Compare features and services to find the offering that best suits your needs. Every new install includes a year of Essential support and manufacturer hardware warranty.

Essential

$75/mo.
$810/yr.

Firmware Updates & Performance Improvements
Unlimited 24/7 Remote Support
Service Portal Access
Discount on Service Labor
90 Min. Response from Remote Support

Proactive

$185/mo.
$1,998/yr.

Firmware Updates & Performance Improvements
Unlimited 24/7 Remote Support
Service Portal Access
Discount on Service Labor
Prioritized Appointment Scheduling
Annual System Review
60 Min. Response from Remote Support

Priority

$275/mo.
$2,970/yr.

Firmware Updates & Performance Improvements
Unlimited 24/7 Remote Support
Service Portal Access
Discount on Service Labor
Prioritized Appointment Scheduling
Annual System Review
Tel-Com Concierge
Complimentary Alarm Monitoring
Proactive System Monitoring
Nights & Weekends - On-site Appointments
60 Min. Response from Remote Support

Concierge

$685/mo.
$7,398/yr.

Firmware Updates & Performance Improvements
Unlimited 24/7 Remote Support
Service Portal Access
Discount on Service Labor
Prioritized Appointment Scheduling
Annual System Review
Tel-Com Concierge
Complimentary Alarm Monitoring
Proactive System Monitoring
Nights & Weekends - On-site Appointments
10% Annual Product Discount
Immediate Advanced Support Deployment Option
Discounted Programming on Custom, Non-Essential, System Adjustments
30 Min. Response from Remote Support

What's Covered

Monitoring system uptime, connectivity, and device health.
Remote troubleshooting and issue resolution.
Firmware updates and performance improvements where supported.
Network-level diagnostics when access hub is available (Encouraged).
Guidance and optimization for Josh.ai, Crestron, Control4, Kaleidescape, and Lutron systems.

How Support Works

Support requests can be submitted by phone, text, email, chat, and through the support portal.
We provide proactive monitoring to help detect, examine, and execute solutions before experiencing downtime.
Most issues can be solved remotely.
Complex Issues are escalated internally to ensure proper client communication, follow-up, and resolution.
Remote support depends on system configuration, network access, manufacturer limitations, and support plan.
On-site service, new hardware, out-of-warranty replacements, or physical repairs are handled as separate service tickets.