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Enterprise

Sev-1 escalation, on-call engineer, 30-min initial response, hourly updates.

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Standard

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Business hours, same-day response, next-business-day fix/plan for most issues.

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Community

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Best practices and recipes from other teams. Moderated by Sanova engineers.

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Frequently asked

Clear answers to common questions and rollouts.

Use Forgot password on the sign-in screen. SSO: ask your IdP admin to add Sanova via SAML/OIDC, then share your ACS URL and Entity ID with our team. We’ll return metadata for a zero-downtime cutover.

Troubleshoot quickly

Follow this path to get the fastest fix.

1
Check status & logs
Review Status page and your org’s audit logs for obvious failures.
2
Try a minimal repro
Use the sandbox API key and a single request to isolate variables.
3
Collect diagnostics
Timestamp, endpoint, request ID, and region. Redact PHI.
4
Open a ticket
Attach repro + diagnostics; select severity. We’ll reply within SLA.

Open a support ticket

Priority is determined by severity and impact. Include request IDs and timestamps if available.

• Sev-1 (Production down): 30-min initial response
• Sev-2 (Degraded major feature): 4-hour initial response
• Sev-3 (Minor issue / question): 1 business day

Downloads & guides

Handy resources to get unblocked quickly.

Admin setup checklist.pdf
148 KB
SSO (SAML/OIDC) guide.pdf
312 KB
API quickstart.postman_collection.json
18 KB
Security overview.pdf
204 KB

Prefer talking to a person?

We’re happy to jump on a quick call to debug together.

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Or email us directly: support@sanovatech.io