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NovekAI Training & Support Resources

This document outlines the comprehensive training and support resources available to help your organization successfully adopt and maximize the value of Novek.ai.

Training Programs

Novek.ai offers a variety of training programs designed for different user roles and learning preferences:

Standard Training Programs

Administrator Training

Format: Instructor-led virtual or on-site training
Duration: 2 days (16 hours)
Audience: System administrators, IT staff
Prerequisites: Basic understanding of document management concepts

Topics Covered:

  • Platform architecture and deployment options
  • System configuration and customization
  • User and role management
  • Security and access control
  • Document repository management
  • Integration configuration
  • Performance monitoring and optimization
  • Backup and recovery procedures
  • Troubleshooting common issues

Deliverables:

  • Comprehensive administrator guide
  • Configuration worksheets
  • Best practices documentation
  • Certificate of completion

Power User Training

Format: Instructor-led virtual or on-site training
Duration: 1 day (8 hours)
Audience: Department leads, knowledge managers, super users
Prerequisites: None

Topics Covered:

  • Advanced search techniques
  • Document organization strategies
  • Creating and managing workflows
  • Configuring AI assistants
  • Creating custom reports and analytics
  • Managing team collaboration
  • Best practices for document management
  • Training and supporting end users

Deliverables:

  • Power user reference guide
  • Best practices documentation
  • Certificate of completion

End User Training

Format: Instructor-led virtual training or self-paced online course
Duration: 4 hours (instructor-led) or self-paced
Audience: All platform users
Prerequisites: None

Topics Covered:

  • Platform navigation and user interface
  • Document upload and management
  • Basic and advanced search techniques
  • Using the AI assistant
  • Participating in workflows
  • Collaboration features
  • Mobile access
  • Best practices for daily use

Deliverables:

  • Quick start guide
  • Video tutorials
  • Certificate of completion

Industry-Specific Training

In addition to our standard training programs, NovekAI offers specialized training for specific industries:

Oil & Gas Industry Training

Format: Instructor-led virtual or on-site training
Duration: 1 day (8 hours)
Audience: Industry professionals using NovekAI
Prerequisites: End User Training

Topics Covered:

  • Industry-specific document types and workflows
  • Technical document search strategies
  • Equipment documentation management
  • HSE documentation best practices
  • Regulatory compliance features
  • Industry-specific AI assistant capabilities
  • Integration with industry systems
  • Case studies and best practices

Chemicals Industry Training

Format: Instructor-led virtual or on-site training
Duration: 1 day (8 hours)
Audience: Industry professionals using NovekAI
Prerequisites: End User Training

Topics Covered:

  • Managing formulation documents
  • SDS and regulatory documentation
  • R&D knowledge management
  • Compliance documentation workflows
  • Industry-specific search strategies
  • Integration with laboratory systems
  • Case studies and best practices

Pharmaceuticals Industry Training

Format: Instructor-led virtual or on-site training
Duration: 1 day (8 hours)
Audience: Industry professionals using NovekAI
Prerequisites: End User Training

Topics Covered:

  • Regulatory submission management
  • Clinical trial documentation
  • GxP compliance features
  • R&D knowledge management
  • Pharmacovigilance documentation
  • Integration with industry systems
  • Case studies and best practices

Custom Training Programs

Novek.ai can develop custom training programs tailored to your organization's specific needs, processes, and use cases. Custom training programs can include:

  • Organization-specific workflows and processes
  • Integration with your existing systems
  • Custom document types and taxonomies
  • Role-specific training modules
  • Train-the-trainer programs

Contact your NovekAI representative to discuss custom training options.

Self-Service Learning Resources

Novek.ai provides a variety of self-service learning resources to support ongoing education and reference:

NovekAI Academy

Our online learning platform offers self-paced courses, video tutorials, and assessments for all user roles:

  • Getting Started Track: Basic platform navigation and features
  • Administrator Track: System configuration and management
  • Power User Track: Advanced features and best practices
  • Industry Tracks: Industry-specific features and use cases

Access NovekAI Academy at academy.novek.ai

Knowledge Base

Our comprehensive knowledge base includes articles, tutorials, and troubleshooting guides covering all aspects of the platform:

  • Step-by-step tutorials
  • Feature documentation
  • Troubleshooting guides
  • Best practices
  • Release notes
  • FAQ

Access the Knowledge Base at support.novek.ai/knowledge

Video Library

Our video library includes short, focused tutorials on specific features and tasks:

  • Feature overviews
  • How-to tutorials
  • Best practice demonstrations
  • Customer success stories
  • Webinar recordings

Access the Video Library at support.novek.ai/videos

Community Forum

Connect with other NovekAI users to share experiences, ask questions, and learn best practices:

  • Discussion boards by topic
  • User groups by industry
  • Feature requests and feedback
  • Community Q&A
  • Expert sessions

Access the Community Forum at community.novek.ai

Support Services

Novek.ai offers multiple tiers of support to meet different organizational needs:

Standard Support

Availability: Business hours (9am-5pm in your primary time zone)
Response Times:

  • Critical issues: 4 business hours
  • High priority issues: 8 business hours
  • Medium priority issues: 16 business hours
  • Low priority issues: 24 business hours

Channels:

  • Email support
  • Web portal
  • Knowledge base access
  • Community forum access

Included With: All subscription plans

Premium Support

Availability: Extended business hours (7am-7pm in your primary time zone)
Response Times:

  • Critical issues: 2 business hours
  • High priority issues: 4 business hours
  • Medium priority issues: 8 business hours
  • Low priority issues: 16 business hours

Channels:

  • Email support
  • Web portal
  • Phone support
  • Knowledge base access
  • Community forum access
  • Named support contacts

Included With: Professional and Enterprise plans, optional for Starter plan

Enterprise Support

Availability: 24/7 for critical issues, extended business hours for all other issues
Response Times:

  • Critical issues: 1 hour (24/7)
  • High priority issues: 2 business hours
  • Medium priority issues: 4 business hours
  • Low priority issues: 8 business hours

Channels:

  • Email support
  • Web portal
  • Phone support
  • Knowledge base access
  • Community forum access
  • Dedicated support manager
  • Quarterly support reviews

Included With: Enterprise and Global plans, optional for Professional plan

Support Definitions

Issue Priority Levels

  • Critical: System is unavailable or a critical function is not working, affecting all users with no workaround
  • High: Major function is impacted with significant effect on users, workaround may be available but inadequate
  • Medium: System is operational but feature is not working as expected, acceptable workaround is available
  • Low: Minor issue with limited impact, cosmetic issues, documentation questions, or feature requests

Support Channels

  • Email Support: support@novek.ai
  • Web Portal: support.novek.ai
  • Phone Support: Available for Premium and Enterprise support plans
  • Knowledge Base: support.novek.ai/knowledge
  • Community Forum: community.novek.ai

Implementation Support

In addition to product support, NovekAI offers specialized support during implementation:

Implementation Manager

For Enterprise and Global plans, a dedicated Implementation Manager guides your organization through the implementation process:

  • Project planning and management
  • Coordination of technical resources
  • Timeline and milestone tracking
  • Risk identification and mitigation
  • Regular status reporting
  • Stakeholder communication

Solution Architect

For complex implementations, a Solution Architect provides technical guidance and best practices:

  • Technical architecture design
  • Integration planning and implementation
  • Data migration strategy
  • Performance optimization
  • Security configuration
  • Custom development oversight

Technical Account Manager

For Enterprise and Global plans, a Technical Account Manager (TAM) provides ongoing technical guidance after implementation:

  • Regular health checks and optimization
  • Upgrade planning and support
  • Feature adoption guidance
  • Technical roadmap alignment
  • Escalation management
  • Quarterly business reviews

Professional Services

Novek.ai offers a range of professional services to complement our support offerings:

Implementation Services

  • Discovery and Planning: Requirements gathering, solution design, implementation planning
  • Technical Setup: Installation, configuration, integration with existing systems
  • Data Migration: Document migration strategy, execution, and validation
  • Custom Development: Custom features, integrations, and extensions
  • Testing and Validation: System testing, user acceptance testing, performance testing

Optimization Services

  • Performance Assessment: Evaluation of system performance and recommendations for improvement
  • Usage Analysis: Analysis of platform usage patterns and recommendations for optimization
  • Security Assessment: Evaluation of security configuration and recommendations for enhancement
  • Upgrade Planning: Planning and support for platform upgrades

Change Management Services

  • Adoption Strategy: Development of user adoption strategy and plan
  • Communication Planning: Creation of communication materials and plan
  • Training Program Development: Custom training program development and delivery
  • Success Measurement: Definition and tracking of adoption metrics

Custom Development Services

  • Custom Integrations: Development of integrations with proprietary systems
  • Custom Workflows: Development of specialized workflow solutions
  • Custom AI Models: Development of industry or organization-specific AI models
  • Custom Reporting: Development of specialized analytics and reporting solutions

Support Lifecycle

Novek.ai is committed to providing long-term support for our platform:

Version Support Policy

  • Current Version: Full support including feature enhancements, bug fixes, and security updates
  • Current Version - 1: Full support including bug fixes and security updates
  • Current Version - 2: Security updates only
  • Older Versions: No support

End-of-Life Notifications

Novek.ai provides advance notification of version end-of-life:

  • End-of-Full-Support: 12 months notice
  • End-of-Security-Updates: 6 months notice
  • End-of-Life: 3 months notice

Upgrade Support

Novek.ai provides support for version upgrades:

  • Upgrade planning assistance
  • Pre-upgrade assessment
  • Upgrade documentation
  • Post-upgrade validation

Customer Success Program

Novek.ai's Customer Success Program is designed to ensure you achieve maximum value from your investment:

Onboarding Program

A structured program to guide new customers through initial setup and adoption:

  • Implementation planning
  • Technical setup and configuration
  • Initial user training
  • Early adoption support
  • Success measurement

Success Planning

Collaboration with your team to define and achieve success metrics:

  • Success criteria definition
  • Implementation roadmap
  • Adoption strategy
  • Value measurement framework
  • Quarterly business reviews

Adoption Services

Specialized services to drive user adoption and value realization:

  • Adoption assessment
  • User engagement strategies
  • Internal marketing materials
  • Champion development
  • Adoption measurement

Customer Advisory Board

Select customers are invited to participate in our Customer Advisory Board:

  • Product roadmap input
  • Early access to new features
  • Direct interaction with product team
  • Networking with peer organizations
  • Industry trend discussions

Getting Support

Support Portal

The NovekAI Support Portal is your primary gateway to support resources:

  1. Log in at support.novek.ai
  2. Submit new support requests
  3. Check status of existing requests
  4. Access the knowledge base
  5. Download documentation
  6. Access training resources

Contacting Support

To contact NovekAI Support:

When contacting support, please provide:

  1. Your organization name and account ID
  2. Detailed description of the issue
  3. Steps to reproduce the issue
  4. Impact and urgency
  5. Screenshots or error messages
  6. Any relevant logs or data

Escalation Process

If you are not satisfied with the progress of a support case:

  1. Request escalation within the support ticket
  2. Contact your Customer Success Manager or Technical Account Manager
  3. Email escalations@novek.ai with your case number and concerns

Training and Support Packages

Novek.ai offers bundled training and support packages to meet different organizational needs:

Starter Package

Ideal for: Small organizations or departments beginning their document intelligence journey

Includes:

  • End User Training (virtual, up to 10 users)
  • Administrator Training (virtual, up to 2 administrators)
  • Standard Support
  • Knowledge Base access
  • Community Forum access
  • Email support during business hours

Professional Package

Ideal for: Mid-sized organizations with moderate document processing needs

Includes:

  • End User Training (virtual, up to 25 users)
  • Power User Training (virtual, up to 5 users)
  • Administrator Training (virtual, up to 3 administrators)
  • Premium Support
  • Knowledge Base access
  • Community Forum access
  • Email and phone support during extended business hours
  • Named support contacts

Enterprise Package

Ideal for: Large organizations with complex document ecosystems

Includes:

  • End User Training (virtual or on-site, up to 50 users)
  • Power User Training (virtual or on-site, up to 10 users)
  • Administrator Training (virtual or on-site, up to 5 administrators)
  • Industry-Specific Training (if applicable)
  • Enterprise Support
  • Knowledge Base access
  • Community Forum access
  • 24/7 support for critical issues
  • Dedicated Implementation Manager
  • Technical Account Manager
  • Quarterly business reviews

Global Package

Ideal for: Multinational organizations with extensive document processing requirements

Includes:

  • Unlimited End User Training (virtual or on-site)
  • Unlimited Power User Training (virtual or on-site)
  • Unlimited Administrator Training (virtual or on-site)
  • Industry-Specific Training (if applicable)
  • Custom Training Program development
  • Enterprise Support
  • Knowledge Base access
  • Community Forum access
  • 24/7 support for critical issues
  • Dedicated Implementation Manager
  • Dedicated Solution Architect
  • Dedicated Technical Account Manager
  • Monthly business reviews

Frequently Asked Questions

Training FAQs

Q: How many people can attend a training session?
A: Standard virtual training sessions can accommodate up to 25 participants. On-site training sessions typically accommodate up to 15 participants. Custom arrangements can be made for larger groups.

Q: Can training be customized for our organization?
A: Yes, NovekAI offers custom training programs tailored to your specific needs, processes, and use cases. Contact your NovekAI representative to discuss custom training options.

Q: Are training materials available for internal use?
A: Yes, training materials are provided in digital format and can be used internally for reference and additional training. Materials cannot be modified or distributed outside your organization without permission.

Q: Is certification available?
A: Yes, NovekAI offers certification for administrators and power users who complete the training program and pass the certification exam.

Support FAQs

Q: What are your support hours?
A: Support hours vary by support plan:

  • Standard Support: Business hours (9am-5pm in your primary time zone)
  • Premium Support: Extended business hours (7am-7pm in your primary time zone)
  • Enterprise Support: 24/7 for critical issues, extended business hours for all other issues

Q: How do I know if an issue is critical, high, medium, or low priority?
A: Priority levels are defined based on impact and urgency:

  • Critical: System is unavailable or a critical function is not working, affecting all users with no workaround
  • High: Major function is impacted with significant effect on users, workaround may be available but inadequate
  • Medium: System is operational but feature is not working as expected, acceptable workaround is available
  • Low: Minor issue with limited impact, cosmetic issues, documentation questions, or feature requests

Q: Can I upgrade my support plan?
A: Yes, support plans can be upgraded at any time. Contact your NovekAI representative for details.

Q: Do you provide support for custom integrations?
A: Yes, NovekAI provides support for custom integrations developed by our professional services team. Support for third-party integrations may be limited to general guidance.

Contact Information

Training Inquiries

Support

Professional Services

Customer Success