This document defines the performance standards you can expect from NOVARCH LLC, including response times, portal availability, and our zero-cost rework guarantee.
This SLA applies to all Clients with an active Retainer or Block Hour subscription. It covers the performance of our architectural production units, access to the NOVARCH Portal, and the accuracy of our deliverables (Revit Models, CAD, PDF).
We categorize support requests into three priority levels to ensure critical issues are addressed immediately.
| Priority Level | Definition | Response Time |
|---|---|---|
| P1 - Critical | Portal outage, data corruption, or inability to access critical files before a deadline. | < 4 Hour |
| P2 - High | Urgent production requests, clarification on redlines for next-day delivery. | < 24 Hours |
| P3 - Standard | General inquiries, capacity planning, new project setup, invoicing. | < 48 Hours |
The NOVARCH Portal (portal.novarch.us) serves as the central hub for file exchange and tracking. We guarantee a 99.9% Monthly Uptime, excluding scheduled maintenance windows (which typically occur on weekends).
In the unlikely event of significant downtime (>4 hours), impacted Clients may be eligible for a credit of 5 Service Hours added to their retainer.
We stand behind the accuracy of our work.
The "Zero-Cost Rework" Policy: If a deliverable fails to meet the explicit instructions or BIM standards provided by the Client (e.g., incorrect layer usage, missed redlines, modeling errors), NOVARCH will correct the work at NO COST to the Client.
*Note: Rework caused by new design changes or vagueness in original instructions is billable at standard rates.
Our "Follow the Sun" model ensures near-continuous coverage, but specific departments have core operating hours:
Mon - Fri: 8:00 AM - 4:00 PM (CET)
Active Overnight for US Clients
Mon - Fri: 9:00 AM - 5:00 PM (MST)
Phoenix HQ