NovoPath Support FAQ
How Can I Contact Support During Business Hours?
You can reach NovoPath Support through the following methods:
- Support Portal: https://support.novopath.com/
- Phone: 732-329-3209, Ext. 2
- Email: support@novopath.com
For optimal support experience, we strongly to encourage to utilize the Support Portal where you can view additional support resources and receive and track real-time ticket responses.
All support requests submitted during and outside of standard business hours are reviewed by our team and assigned a priority level (P1–P4) based on the urgency of the issue.
How Do I register for the Support Portal?
- To Register for the NovoPath Support Portal you can follow this link and it will provide you with instructions for setting up your account.
- NOTE: If you have any issues logging into the Ticketing Portal, please reach out directly to your Customer Success Manager or our Director of Support (jwilliams@novopath.com) for further assistance.
NovoPath Holiday Closures
NovoPath observes nine major holidays throughout the year. During these closures, holiday support coverage follows the same procedures as after-hours support (detailed later in this document).
In 2025, NovoPath will be closed on the following holidays:
- New Year’s Day – January 1, 2025
- Memorial Day – May 26, 2025
- Independence Day – July 4, 2025
- Labor Day – September 1, 2025
- Thanksgiving Day – November 28, 2025
- Day After Thanksgiving – November 29, 2025
- Christmas Eve – December 24, 2025
- Christmas Day – December 25, 2025
- New Year’s Eve – December 31, 2025
For any urgent matters during these times, please refer to the after-hours support guidelines.
What Do the P1–P4 Severity Levels Mean?
- P1 – Critical: The system is completely down.
- P2 – High Impact: Significant business disruption (e.g., multiple users or groups are unable to access the system, but it is not entirely down).
- P3 – Moderate Impact: Functional or technical issues affecting business users, with a workaround available.
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P4 – Low Impact: Cosmetic or non-functional issues with a workaround in place.
What Are NovoPath’s Business Hours?
- Standard Business Hours: Monday – Friday, 8:00 AM – 6:00 PM ET
- Extended Business Hours: Monday – Friday, 2:00 AM – 6:00 PM ET
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During these hours, a dedicated the NovoPath support team is available via phone, email, and the Support Portal
Does NovoPath Offer 24/7 Support?
Yes, NovoPath provides support 24/7, 365 days a year.
- During Standard Business Hours, our dedicated support team is available to address any technical inquiries.
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After Hours & Holiday Support: A dedicated on-call support resource is available to assist with urgent matters.
How Do I Contact Support After Hours, on Weekends, or Holidays?
- The support process remains the same outside of standard business hours.
- If you are experiencing a critical system outage, we strongly recommend calling support instead of submitting a ticket via email or the ticketing portal.
- When calling after hours, you will be connected to our after-hours support team, who will route your call to the appropriate NovoPath resources.