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No response target on this page is active. Novus Point Limited controls the support inbox below; public MX, inbox delivery and the LEM Support queue label are verified. Notification escalation, staffing and absence cover are not yet operationally evidenced, and no service level is activated for any customer, so every target below is an internal planning figure and none of them is binding.

Lem Cloud Support

Lem Cloud support covers paid workspace operation, onboarding, approved integrations and, where a connector or messaging channel has been expressly activated in the signed Order Form after its provider evidence gate is closed, connector pairing and revocation, together with billing references, cancellation, export, and deletion requests. Each paid workspace has exactly one dashboard login — a single fixed operator account authenticating with a password (plus TOTP or a one-time recovery code where a second factor is enabled) — and a named support contact recorded before launch. Customers have no administrator role, user-management interface, tenant switcher or access to another workspace.

Lem Cloud is supplied only to companies, limited liability partnerships and equivalent incorporated organisations acting wholly for business purposes. Consumers, sole traders and unincorporated partnerships are not eligible, and this page confers no rights on them.

This page is general information and forms no part of any customer agreement. Support levels are governed exclusively by the Service Level Agreement identified in the Contract Execution Manifest attached to the customer's signed Order Form, and no level is binding unless that Order Form expressly activates it. The Service Level Agreement published here is a non-contractual reference copy and may differ from the executed version. The order of precedence between contract documents is in clause 2.5 of the Master Services Agreement.

Support Channels​

Customers should email jakub@novus-point.com for operational support requests. Notices with legal effect are treated differently: exercise of the 14-day Refund Window and cancellation are effective if given in writing to any Novus Point address stated in the executed Order Form or in the executed Refund & Cancellation Policy incorporated by it; contract notices of breach, indemnity or termination must use the contract-notices route stated in the executed Order Form. The executed Order Form may state an additional tested channel. The inbox, delivery path and LEM Support queue label are verified; external notification, staffing and absence cover are not yet operationally evidenced, so no response target on this page is binding. Support requests should include the workspace slug, visible error, timestamp, affected integration, and whether the request concerns billing, access, data export, deletion, or an outbound action.

Never send raw provider keys, OAuth tokens, connector tokens, payment card numbers, CVC values or bank details. Support will never ask for them, and any message that does is not from us. Do not send private files or full message bodies unless support has expressly asked for a specific redacted diagnostic artifact.

Planned Response Target​

No support target is binding before the live channel, staffing, absence-cover and Order Form activation evidence in the SLA is complete. The planned baseline is a first response by the end of the next Business Day. Any shorter priority window below is an internal operational target only and does not become a binding commitment. If a first-response level is activated in the signed Order Form, the binding commitment is the end-of-next-Business-Day level in clause 3.2 of the SLA.

Incident Priorities​

Every incident is assigned one of the following priorities (defined in full in the SLA):

  • P1 — Critical: the workspace is unavailable, or a confirmed security incident affects the customer's workspace or data. No workaround exists. Target first response within 4 Business Hours.
  • P2 — Major: a core function (e.g. email drafting, calendar, dashboard access, or a separately activated optional channel) is materially degraded or unusable, but the workspace as a whole remains operable, or a reasonable workaround exists. Target first response within 1 Business Day.
  • P3 — Minor: any other fault, cosmetic issue, question, or feature request with limited operational impact. Target first response by the end of the next Business Day.

Business Day means a day other than a Saturday, Sunday or public holiday in England; Business Hours means 09:00–17:00 UK time on a Business Day; a first response means a substantive human acknowledgement, not an automated receipt; requests received outside Business Hours are treated as received at 09:00 on the next Business Day. Full definitions are in clause 2 of the SLA.

Supported Requests​

Support can help you with dashboard access and integration connection status, can point you at model-provider setup steps, and, for an activated connector or channel only, can help with pairing or revocation. Support also covers failed scheduled jobs, outbound approval incidents, cancellation, refund review, data export, deletion, and backup/restore verification. Bespoke automation, unsupported integrations and custom local-machine work are outside support scope and are delivered only under a separately agreed and signed Statement of Work.

What Support Does Not Cover​

Support covers the operation of the workspace and the Service features described in the Documentation. Support does not cover:

  • faults in Connected Accounts or other third-party services, including your own Google Workspace, Telegram or LLM-provider accounts; those are outside support scope and are handled by that provider;
  • training or consultancy beyond the onboarding and hypercare included in the Order Form;
  • issues arising from customer acts or omissions described in clause 7.3(a) of the SLA, such as revoked or expired OAuth grants, an exhausted, suspended or misconfigured customer-owned provider API key, or customer-requested configuration changes.

These exclusions are set out in clause 3.3 of the SLA.

Incident Handling​

For outbound action incidents, support preserves relevant redacted evidence, disables or restricts the affected integration or Connected Account, checks whether the customer approved the action through the Approval Gate, and escalates before giving remediation guidance. The Approval Gate itself cannot be disabled or bypassed (Master Services Agreement clause 3.4). For provider or OAuth failures, support verifies that the account belongs to the customer workspace and that reconnection does not expose another customer's data.

Data-Protection Requests​

Workspace export and deletion instructions are accepted only from the customer's authorised contact recorded in the Order Form. Requests from individuals about data held inside a customer workspace are forwarded to that customer as controller and are not actioned by us: clause 10.2 of the Data Processing Agreement requires us to direct the individual to the customer and to forward the request without undue delay. Requests about Novus Point's own controller records are handled through the route in the Privacy Notice.

Cancellation And Deletion​

Cancellation takes effect at the end of the billing period current when we receive your notice, and the workspace stays available until that date. After that date the offboarding sequence begins and the workspace is suspended — not deleted — for a 30-day return window during which you can request an export or ask us to reactivate; after Day 30 deletion is permanent. Suspension of a live workspace is a separate step and applies only in the circumstances set out in the Refund & Cancellation Policy and the Master Services Agreement (for example the day-7/day-14/day-30 unpaid-invoice ladder).

Deletion follows the sequence in clause 6.4 of the Master Services Agreement and clause 13 of the Data Processing Agreement:

  • audit evidence of authorisation for the customer's instruction;
  • the workspace is stopped and a final snapshot is taken;
  • the customer makes a written election between return-then-delete and delete-without-return;
  • a 30-day return window in which the customer may request the allowlisted export (a ZIP with an SHA-256 manifest) and during which offboarding is reversible;
  • evidence-controlled hard deletion, covering runtime deletion, revocation of any OAuth grant and, where a connector or messaging channel was activated for that workspace under the Order Form and the Data Processing Agreement, revocation at the connector broker;
  • an accelerated-erasure route on the customer's documented instruction (including to support an Article 17 request), targeting five Business Days for active systems; and
  • a deletion certificate issued only after local and provider readbacks pass independent review.

Backup expiry and any lawful hold are reported separately with their basis and expiry date, and are not described as deleted before the relevant readback evidence exists.