support@novadventure.com is the best route for almost everything. Each email opens a tracked request with a reference number, and you can reply on the same thread to add details.
Company · Support
Help when a trip is already moving
Support for Nova Adventure platform customers. Email support@novadventure.com or call (505) 303-9060, tell us how severe the problem is, and we'll route your request accordingly.
Channels
How to reach support
Phone
(505) 303-9060 during business hours. For Severity 1 issues, call and email: the email gives us the details, the call gets a person moving.
After-hours escalation
If your agreement includes after-hours coverage, use the escalation path in your onboarding guide for Severity 1 issues outside business hours.
Side by side
Severity levels and response targets
Choose the level that matches the impact on your operation. We confirm it during triage and explain if we change it. These targets apply to platform customers; where your agreement sets different terms, your agreement applies. A response means a person has acknowledged the issue and started work, not that it's already fixed.
AspectWhat it looks likeFirst response target
Severity 1 · CriticalProduction is down or unusable for everyone: bookings or payments are failing, Concierge is unreachable, or travelers in the middle of a trip are affected and there's no workaround.Within 1 hour, with updates at least every 2 hours until it's resolved or a workaround is in place. Around the clock where your agreement includes after-hours coverage; otherwise during business hours.
Severity 2 · HighA major function is failing or badly degraded for some users and the workaround is painful, for example confirmations from one supplier group no longer parsing.Within 4 business hours, with updates at least once each business day.
Severity 3 · NormalA non-critical feature isn't behaving as documented, or you need a configuration change.Within 1 business day, with updates as work progresses.
Severity 4 · LowQuestions, how-to requests, documentation corrections and feature suggestions.Within 2 business days.
Hours
Business hours
Our support team works Monday to Friday, 8:00 AM to 6:00 PM Mountain Time, excluding U.S. federal holidays. Santa Fe observes daylight saving time, so that's MST in winter and MDT in summer.
- Requests sent outside business hours are picked up at the start of the next business day, in severity order.
- Severity 1 coverage outside these hours depends on your agreement.
- Response targets are counted in business hours unless your agreement says otherwise.
- Planned maintenance is announced to your operations contacts in advance, and scheduled away from your peak hours where we can.
Checklist
What to include in a request
The fastest fixes start with good details. Please never send full payment card numbers or unnecessary traveler health information. A booking reference is enough for us to find what we need.
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Status of requests
What happens after you write
- 01
Acknowledged
You receive an automatic receipt with a request reference. Reply on that thread to add anything, and it stays attached to the same request.
- 02
Triaged
A person confirms the severity, asks for anything missing, and tells you who is working on it.
- 03
Worked and updated
We update you at the cadence for your severity level, even when the honest update is that we're still digging.
- 04
Resolved and reviewed
We confirm the fix with you before closing the request. Severity 1 and 2 issues get a written root-cause review.
Self-help
Resources that answer most questions
- DevelopersAPI and MCP overview, authentication, webhooks and sandbox access by request.
- IntegrationsHow Nova connects to property management systems, reservation systems, channel managers and more.
- Security & trustData handling, access, encryption and incident-response practices.
- FAQStraight answers on the platform, data, AI safety and engagements.
Related
Keep exploring
- ResourcesDevelopersREST API, webhooks and MCP access to itineraries, routes, quotes, bookings and signals. OAuth 2.0, environment-scoped keys, sandbox access by request.
- PlatformSecurity & trustHow Nova protects traveler data and keeps AI grounded: encryption, least-privilege access, prompt-injection defenses, PII minimization and incident response.
- ServicesManaged AI OperationsEvals, monitoring, drift detection, cost control, incident handling and monthly reviews for AI features in production, run by people who know travel operations.
- CompanyFAQStraight answers about Nova Adventure's travel AI platform, traveler data and privacy, AI safety, engagement models and what implementation really takes.
Something not working?
Email support@novadventure.com with the severity and a few details, or call (505) 303-9060 during business hours. Not a customer yet? Book a discovery call instead.