Support · AppSource & NovaCare 360°

24-hour response on every Novasoft AppSource app — across four delivery centres.

NOVAPROD · NOVAREQ · NOVAQC · NOVATRADE · NOVAPOWER · NOVAHUB · WhatsApp Bill — first response inside 24 hours, often much sooner. Customers on a NovaCare 360° support plan get a named escalation contact and shorter SLA windows. Four offices, one Microsoft Solutions Partner team, across UAE, KSA, India and the USA.

See all Novasoft AppSource apps Open a support ticket
24hFirst-response SLA
5xLS Retail Diamond
4Delivery centres
7+AppSource apps
Support policy What to include AppSource apps How support works Support channels SLAs & tiers Offices Live status Open a ticket FAQ
Official AppSource support · Verbatim from novasoft.global/support/

Support on Apps.

The published support policy — word-for-word from the live novasoft.global/support page. This is the canonical statement for every app you install from Microsoft AppSource.

If you have questions regarding an app downloaded from Microsoft AppSource, we would like to refer you to our video user guides, since the apps are self-service products.

You will find the relevant video-link on this page or in the email you received, when you installed the app.

Alternatively, you may email our Contact center at: [email protected], and we will help you to utilize benefits from the Apps. Please note, our contact center follows UAE working calendar.

“We do, however, strive to provide you a qualified response as quickly as possible, at least within 24 hours but often much quicker.”

If you have a support plan or you subscribed to the app as part of an Novasoft direct customer, please contact your account manager or drop an email to: [email protected] alternatively you can call us at +971 52 108 0117

Kindly follow us, to get news on new apps releases and updates to the existing ones.

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What to include · Faster resolution starts with the right ticket

Six fields that cut the resolution time in half.

A well-formed support email reduces the back-and-forth and gets you to a fix faster. Use this checklist for every ticket — whether you email [email protected], fill the form below, or raise it inside Business Central.

1. Company & tenant

Company name and the Business Central environment URL or tenant ID. Sandbox or production. The Microsoft Entra (Azure AD) tenant that owns the BC environment.

2. App or module

Which Novasoft AppSource app: NOVAPROD, NOVAREQ, NOVAQC, NOVATRADE, NOVAPOWER, NOVAHUB or WhatsApp Bill. Or which LS Central connector. Or which BC standard module.

3. Steps to reproduce

Numbered steps from a clean start: where you clicked, what you entered, what you expected to happen, what actually happened. Reproduction is the fastest path to a fix.

4. Error message + impact

Verbatim error text and any error code. Impact: how many users affected, is the business stopped, is there a workaround. This sets the priority.

5. Screenshots & logs

Screenshot of the screen where the error appeared. Telemetry logs from Business Central if available. The browser console output if it is a web-client issue. Logs help; logs with timestamps help more.

6. Requester contact

Name, role, email and a direct phone number for follow-up. The user account email that hit the issue. Whether you need someone on a Teams call (mark P1 if so).

P1 tickets: put [P1] in the email subject line. Example: [P1] NOVAREQ — Production approval workflow stuck. NovaCare 360° customers get a 30-minute first response on P1 around the clock.

AppSource apps · Novasoft IP on Microsoft AppSource

Every Novasoft app we support, ship and patch.

Each app is published on Microsoft AppSource for Microsoft Dynamics 365 Business Central. Support is bundled with the app; named escalation comes with the NovaCare 360° plan.

NOVAPROD Advanced Production for BC · recipe · batch · F&B
NOVAREQ Requisition Management · mobile PR/PO · AppSource
NOVAQC Advanced Quality · cGMP · ISO 9001 · SPC
NOVATRADE SEZ Trading · HS Code · Bill of Entry
NOVAPOWER Power-industry distribution · OEM warranty
NOVAHUB Partner Portal · AR aging · self-service orders
WhatsApp Bill Bilingual e-receipts · FTA · ZATCA
All Novasoft apps Microsoft AppSource search · full listing
NovaCare 360° Managed support plan · named escalation
Why one Novasoft support desk handles every AppSource app

One support desk. Seven AppSource apps. Four time zones covered.

The same Novasoft engineering bench that built and ships our seven Microsoft AppSource apps for Business Central handles the support queue. There is no out-sourced helpdesk in between you and the people who wrote the code. When you raise a question on NOVAPROD recipe management, NOVAREQ requisition workflow, NOVAQC CAPA flow, NOVATRADE Bill of Entry handling, NOVAPOWER warranty entitlement, NOVAHUB partner portal or WhatsApp Bill bilingual receipts — the engineer answering knows the data model first-hand.

The published SLA is a 24-hour first response, often much sooner. Customers on a NovaCare 360° support plan get a named escalation contact, shorter SLA windows, monthly tenant health reviews, AppSource extension patching and pre-release-wave readiness against Microsoft and LS Retail release cadence.

Four delivery centres — UAE (Jebel Ali Free Zone), KSA (Olaya, Riyadh), India (Greater Noida West) and USA (New Brunswick, NJ) — cover Gulf, Indian-subcontinent and North-American business hours. One Microsoft Solutions Partner credential. One LS Retail Diamond Partner credential. Same firm credentials across every office.

How a support request flows · From ticket to resolution

Four stages — from ticket logged to resolution & root-cause review.

Every support ticket gets the same flow regardless of which Novasoft AppSource app it concerns. The engineer touching the ticket is the engineer who knows the code — not a triage analyst reading a script.

  1. 01 Week 0 · 60 minutes · free

    Ticket received & triaged

    You send an email to [email protected] or fill the form below. The ticket lands in the Novasoft support queue. Priority is set against the impact (P1 service down · P2 functional defect · P3 question / how-to · P4 enhancement). First response inside 24 hours, often inside 2.

  2. 02 Week 1–4 · design

    Reproduce & root-cause

    A Novasoft engineer reproduces the issue on their sandbox tenant against the same Business Central environment build you run. If the issue is a configuration question, we answer it. If it is a defect, we file it and trace it through the codebase.

  3. 03 Week 4–12 · build & UAT

    Fix & verify

    Configuration fixes ship same-day. Code defects flow into the next AppSource extension patch with a hotfix released to your tenant if the impact warrants it. Every fix is verified against your reproduction case before we mark the ticket resolved.

  4. Week 12–16+ · pilot go-live + roll-out

    Resolve & release-wave check

    Resolution confirmed with you. Root cause documented. If the ticket points to a release-wave compatibility risk — an upcoming Microsoft or LS Retail wave that might re-introduce the issue — we add it to the NovaCare 360° pre-release regression sweep so it does not recur on the next update.

Support channels — every way to reach us

Six channels — one Novasoft support team.

You can reach Novasoft support through email, the form below, WhatsApp, phone, the Microsoft AppSource publisher page, or the Help & Support pane inside Business Central. Every channel routes into the same engineering queue. The 24-hour SLA does not change by channel.

LS Central — unified POS

Right for you when · stock counts disagree across channels

The unified retail and hospitality POS, inventory, replenishment, promotion engine and loyalty platform — all running natively inside Business Central with one shared item master. LS Central serves grocery and retail; LS Central Hospitality serves F&B; LS Central for Fashion serves apparel. Bilingual Arabic-English POS, FTA-compliant receipts (tax.gov.ae) and offline-resilient store servers come as standard.

LS Central practice

Business Central ERP

Right for you when · finance and operations need one source of truth

The ERP back-office every LS Central tenant sits on top of. Vendor master, purchasing, AP/AR, general ledger, multi-entity consolidation, statutory VAT reporting and warehouse management — all reading the same item and customer data the POS writes. No separate ERP-to-POS reconciliation cycle.

Business Central practice

LS Commerce — online store

Right for you when · click-and-collect or last-mile delivery needs same-day stock

LS Commerce extends the LS Central platform with a customer-facing online store that shares the same inventory, the same loyalty record and the same promotion engine as the in-store POS. Click-and-collect, ship-from-store, dark-store fulfilment and unified return processing all work because they read from the same database.

eCommerce practice

Power BI on Microsoft Fabric

Right for you when · the CEO and COO use different numbers

Internal support dashboards on Microsoft Fabric + Direct Lake Power BI — ticket volume, response-time SLA adherence, root-cause categories, recurring issues per AppSource app and release-wave readiness heat-map. Every ticket leaves a data trail; every recurring issue feeds the next AppSource patch.

Analytics practice

Retail Co-Pilot

Right for you when · the store manager asks IT the same 10 questions every Monday

Novasoft’s Retail Co-Pilot — a Copilot Studio agent grounded in your LS Central transaction data via Microsoft Fabric. Natural-language queries: “Which stores missed forecast last week?”, “Show me my top 20 loss-making SKUs”, “Compare promotion ROI across last three campaigns.” Deployable in Microsoft Teams, Outlook and WhatsApp Business.

Retail Co-Pilot

Power Automate workflows

Right for you when · store-to-warehouse-to-finance runs on email and spreadsheets

Workflow automation between store, warehouse, finance and head office on the same tenant. Replenishment alerts, end-of-day cash reconciliation, planogram-compliance check-ins, expiry-date sweeps, vendor invoice auto-matching against BC purchase orders. The same BPA team that built the ERP wires the flows on top of it.

BPA practice
What you get from Novasoft support

Four outcomes that customers consistently report.

Specific, verifiable patterns Novasoft customers report after a year on a NovaCare 360° plan with multiple AppSource apps under the same tenant.

  • 01

    Stop running out of the SKUs that actually make you money

    Live LS Central inventory at the cart level, replenishment driven by demand-forecast AI not last week’s sales, and an exception alert that pings the store manager before a fast-mover hits zero. Shelf availability on A-class SKUs typically goes from 88-92% to 96-98% within the first month of LS Central live.

  • 02

    Stop guessing what each store actually made

    Live Power BI store-performance dashboard reading Fabric Direct Lake. Sales, basket, margin per SKU, labour productivity and stock-turn refresh in seconds. The Monday morning store review meeting runs on the same numbers everyone sees on their phone in real time.

  • 03

    Stop running promotions you can’t measure

    LS Central promotion engine + Fabric attribution model + Retail Co-Pilot summary: every promotion has a measurable lift, halo effect, cannibalisation report and net-margin impact within 48 hours of campaign end. The merchandising team stops “running it again because it felt good” and starts cutting the bottom 30% of underperformers.

  • 04

    Stop losing money to errors nobody catches

    AI shrink-detection models scan LS Central transaction logs nightly. Voids, no-sales, suspect discounting patterns, expired-stock sell-through, fridge-temperature breaches and post-void manipulation all surface with full audit trail. Typical first-quarter shrinkage reduction reported by Novasoft retail customers: 0.6-1.4 percentage points off cost of goods.

Global coverage · USA · KSA · UAE · India

One support team across four delivery centres.

Novasoft staffs the support queue from four delivery centres — UAE, Saudi Arabia, India and the USA — as part of the broader Digital Transformation practice. The same Microsoft Solutions Partner and LS Retail Diamond Partner team is on every engagement regardless of where the customer sits. KSA implementations run through the local Novasoft entity for on-site work; UAE, India and USA cover remote and hybrid delivery across Gulf, Indian-subcontinent and North-American business hours.

  1. UAE — Novasoft FZCO base. Customer-facing engagement lead for Gulf AppSource customers and NovaCare 360° escalations.
  2. Saudi Arabia — local Novasoft entity. On-site pilot cutovers for KSA F&B, grocery, fashion, manufacturing and distribution customers.
  3. India — primary engineering centre. Primary engineering bench — staffs the Novasoft AppSource support queue across Business Central, LS Central, Fabric, Power BI and Copilot Studio.
  4. USA — Novasoft USA Inc. North-American customers across F&B, retail and distribution; East-coast alignment for AMER roll-outs.
Novasoft support team across UAE, KSA, India and USA — one bench, four time zones
UAE --:-- Novasoft FZCO In hours
Saudi Arabia --:-- Local KSA entity In hours
India --:-- Engineering delivery centre In hours
USA --:-- Novasoft USA Inc In hours
SLAs & priority matrix · Response targets by ticket type

Two support tiers. Documented response targets on both.

Every Novasoft AppSource customer gets a 24-hour first-response promise at no cost. NovaCare 360° customers get faster targets, a named escalation contact and proactive release-wave readiness on top.

Standard AppSource support (free)

  • P1 · Service down — first response ≤ 24 hours, often inside 4
  • P2 · Functional defect — first response ≤ 24 hours
  • P3 · How-to / question — first response ≤ 24 hours
  • P4 · Enhancement request — logged into the product backlog within 5 business days
  • Channels: [email protected], the form below, or the Help & Support pane inside Business Central
  • Coverage: UAE working calendar (Sunday–Thursday, Riyadh / Dubai hours), with weekend monitoring for P1
  • Fix delivery: configuration answers same-day; code defects in the next AppSource patch

NovaCare 360° support plan

  • P1 · Service down — first response ≤ 30 minutes, 24/7
  • P2 · Functional defect — first response ≤ 2 business hours
  • P3 · How-to / question — first response ≤ 4 business hours
  • P4 · Enhancement request — named owner + roadmap slot review monthly
  • Named escalation contact + direct dial
  • Monthly tenant health review across all installed Novasoft apps
  • Pre-release-wave regression sweep 2 months before Microsoft & LS Retail waves
  • Quarterly business review against your KPIs
  • Learn more » NovaCare 360°
Tools used in support · Every product we maintain

Every Microsoft + LS Retail product the support desk touches every day.

Every product below sits inside a customer’s Business Central tenant supported by Novasoft. LS Retail Diamond Partner credentials on LS Central. Microsoft Solutions Partner — Business Applications + Azure OpenAI Practitioner Certified.

LS CentralUnified POS · inventory · loyalty Business CentralERP back-office · finance · WMS LS CommerceOnline · click-and-collect Microsoft FabricLakehouse · OneLake · Direct Lake Power BIExecutive dashboards · semantic models Power AutomateWorkflows · approvals · RPA Copilot StudioAI agents · grounded in BC + Fabric Customer InsightsLoyalty · RFM · personalisation Microsoft AzureLanding zone · FinOps · AI workloads Microsoft 365Teams · SharePoint · Entra ID Retail Co-PilotAI analytics for LS Central Purchase Co-PilotAI procurement for BC
Why Novasoft support is different

The support team that’s also an LS Retail Diamond Partner five years running.

NovaCare 360° — Novasoft managed support service mark

Beyond a 24h SLA → NovaCare 360°

For customers who want more than a 24-hour SLA, NovaCare 360° — named escalation contacts, faster response targets, monthly tenant health reviews, AppSource extension patching, Microsoft and LS Retail release-wave readiness, and quarterly business reviews against your KPIs.

Explore NovaCare 360°

Reach the support engineer who knows the code on your AppSource apps.

No sales deck. No SDR queue. Tell us which Novasoft AppSource app the ticket is about, your Business Central environment (sandbox or production) and the steps to reproduce. A Novasoft engineer — not an SDR — responds within 24 hours, usually much sooner. Free for every AppSource customer.

Open a support ticket
Connect us · Get in touch

One form. One reply. No sales chase.

Tell us which AppSource app and what is breaking. A Novasoft engineer — not an SDR — will respond within 24 hours. For P1 (service down) tickets, mention “P1” in the subject so we expedite.

  • Reply within one business day — from the consultant, not a queue
  • First response within 24 hours from a Novasoft engineer of the audit, even if you don’t sign
  • LS Retail Diamond Partner + Microsoft Solutions Partner, refreshed annually

Prefer email? [email protected] · contact page

Open a support ticket

Fill in your details and we’ll be in touch within one business day.

By submitting this form you agree to be contacted by Novasoft about your enquiry. We do not share your data.

Live status · AppSource apps + Microsoft + LS Retail

Where to check if it’s us, Microsoft, or LS Retail.

Before you raise a ticket, two quick checks tell you whether the issue is platform-wide or specific to your tenant. Both take less than a minute.

If both are green, raise the ticket with us — it is either a Novasoft AppSource app issue, an LS Central add-on, or a tenant-specific configuration.

Open a Novasoft support ticket
FAQ · Common questions

Honest answers to the questions every support-channel conversation starts with.

How fast does Novasoft respond to a support request?

Novasoft commits to a qualified first response within 24 hours, with most enquiries answered much sooner. Customers on a NovaCare 360° support plan get a named escalation contact and shorter SLA windows. Priority assignment is yours to set on the ticket — P1 (service down), P2 (functional defect), P3 (question / how-to), P4 (enhancement).

Which Novasoft AppSource apps does this support cover?

All Novasoft apps published on Microsoft AppSource for Microsoft Dynamics 365 Business Central — NOVAPROD (Advanced Production), NOVAREQ (Requisition Management), NOVAQC (Advanced Quality), NOVATRADE (SEZ Trading), NOVAPOWER (Power Industry Distribution), NOVAHUB (Partner Portal) and WhatsApp Bill (bilingual e-receipts). Support also covers LS Central add-ons like the Deliverect, UrbanPiper and Planet Tax connectors.

Where are Novasoft offices located for on-site support?

Four offices: UAE (Jebel Ali Free Zone, Dubai), Saudi Arabia (Olaya, Riyadh), USA (New Brunswick, NJ) and India (Greater Noida West). The same delivery and support team operates across all four locations on one Microsoft Solutions Partner credential and one LS Retail Diamond Partner credential. KSA on-site support runs through the local Novasoft entity.

Do I need a paid plan to get support?

No. Self-service support for AppSource downloads is free — email [email protected] and we respond within 24 hours. Customers on NovaCare 360° get dedicated escalation contacts, faster SLAs, monthly tenant health reviews and proactive release-wave readiness against Microsoft + LS Retail release cadence.

What information should I include in a support request?

Company name, AppSource app or LS Central module concerned, Business Central environment (sandbox or production), the steps to reproduce, any error message text and the user account email associated with the request. Screenshots help; logs help more. For P1 (service down) tickets, please put “P1” in the subject so the queue routes accordingly.

Does Novasoft handle release-wave readiness for Business Central?

Yes — under NovaCare 360°. Two months before each Microsoft Business Central wave and each LS Retail release, Novasoft runs a regression sweep against your tenant’s AppSource extension stack and produces a written readiness scorecard. Issues are fixed pre-release so the wave update is a non-event.

Can I open a support ticket directly from inside Business Central?

Yes — the Help & Support pane inside Business Central includes a Novasoft contact action for every Novasoft AppSource app installed on the tenant. The ticket lands in the same queue as a direct email to [email protected]. NovaCare 360° customers see their named escalation contact directly.

Does support cover the LS Central connectors (Deliverect, UrbanPiper, Planet Tax)?

Yes. The connectors Novasoft has built for LS Central — including the Deliverect food-delivery connector, the UrbanPiper aggregator connector and the Planet Tax tax-free shopping connector — are covered under the same support flow as the AppSource apps. Retail Co-Pilot and Purchase Co-Pilot are supported under NovaCare 360°.

Sources · Authority links + Novasoft AppSource
  1. Microsoft AppSource — all Novasoft Business Central apps · AppSource publisher reference
  2. LS Retail Partner Directory — Novasoft (Diamond Partner, 5 consecutive years 2022–2026)
  3. Microsoft Partner — Solutions Partner for Business Applications · Firm credential reference
  4. Microsoft Learn India — Business Central documentation · India regional reference
  5. UAE Federal Tax Authority · Middle East regional authority for AppSource e-invoicing apps

Last reviewed May 2026.

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