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MeridianEnterprise SuiteAI staffAboutBlogTrust & securitySign inNovaCubeCerebroThe SitesCart2UNovaDyne customer portalRaise and follow a ticket in your company's NovaDyne customer portal — open the customer portal.
Aria on +60 17-295 4789 takes your request and opens the ticket for you.
WhatsApp us with the word URGENT. A critical problem is answered within 4 hours, nights and weekends included.
Monday to Friday, 9:00 am – 6:00 pm Malaysia time, except bank holidays in Selangor.
“First response” means a person has looked at your problem and replied — not an automatic acknowledgement. We fix as fast as we can; a fix time depends on the problem, so we do not promise one.
| Priority | What it means | First response | Updates |
|---|---|---|---|
| P1 — critical | The service is down for your company, data is at risk, or a security problem | 1 office hour; outside office hours, within 4 hours | Every 2 hours until fixed |
| P2 — high | A feature you rely on is broken and there is no workaround | 4 office hours | Daily |
| P3 — normal | Something is wrong but there is a workaround, or a how-to question | 1 business day | When there is news |
| P4 — request | A suggestion or a new feature | 3 business days | — |
NovaCube and Cerebro are available at least 99.5% of each calendar month, measured by our independent monitor every 5 minutes. Not counted: maintenance we announce at least 48 hours ahead, problems in services we don't run (WhatsApp/Meta, LHDN MyInvois, AI model providers, your internet), and suspension for unpaid invoices.
If a month's availability falls below 99.5%, you get 10% of that month's subscription back as credit; below 99.0%, 25%. Ask within 30 days of the month's end. Credits are the only remedy for missed availability and come off your next invoice.
For a P1 we tell your company admin when it starts and when it ends, and send a short written note on what happened and what we changed within 5 business days.
Your data is stored in Malaysia and backed up every night. Backups are kept for 35 days and deleted automatically after that. We can restore one company's data without touching other customers. If you leave, you get a readable export of your records — see our terms (§13) for archive and deletion.
These service levels apply to NES, NovaCube and Cerebro subscriptions. A signed agreement with different terms takes precedence. See also Trust & security.