How we use your data

What we store

• The ticket you write: product, area, issue, summary, description and severity.
• Your email address, and your name if you give one. The address is how we reply, and how you open the ticket again.
• Any files you attach, up to 10.0 MB each.
• The platform and version you tell us about, when you fill those in.
• Every reply and status change, as a history on the ticket.
• The IP address a ticket was submitted from, to limit abuse of the form.

How a ticket stays private

Ticket IDs are random rather than sequential, so one ID reveals nothing about any other. Opening a ticket needs both the ID and the email address it was filed with. When you do, this site sets a cookie holding a signed pass for that single ticket, valid for 14 days. It is not shared with anyone, and it grants access to nothing else — not to another ticket, and not to a Nova Account. Signing in sets a second cookie; those two are the only cookies this site sets.

If you make a Nova Account

An account is optional — every part of this site works without one. If you make one, we store the email address you gave, the name if you gave one, and your password as a slow one-way hash (scrypt, with a per-password salt). The password itself is never stored, never logged, and cannot be recovered from what we keep; nobody at Nova can read it, and nobody will ever ask you for it.

Signing in sets a second cookie holding a signed session token, for 30 days. Signing out ends that session on the server as well as in your browser, so a copy of the cookie taken beforehand stops working immediately.

• Tickets you file while signed in are linked to your account, and listed on it.
• Tickets you filed as a guest stay guest tickets. They are not attached to an account that happens to use the same address, because that address has not been verified — this site sends no mail.
• Your account is not shared with anyone. It is intended to work across other Nova products in future; nothing else uses it today.

What we do not do

• No analytics, no tracking pixels, no advertising, and no third-party scripts. Every asset on this site is served from this site.
• Nothing you write is published, and no ticket page is indexed by search engines.
• We do not sell or share ticket contents.
• No automated assistant reads or answers tickets today. If that changes, this page says so before it ships, and decisions about accounts, security, payments and legal requests will still be made by a person.

Please do not send

Passwords, recovery codes, payment card numbers, or anyone else's personal information. Support will never ask for them. If you have already sent one, tell us in the ticket and change the credential.