NovixLink's legal entity is based in Canada. Most operations and customer support are handled by our Malaysia office.
Support hours are 09:00 to 18:00 Malaysia Time every day, the same time as Beijing.
Our first-response commitments for tickets remain unchanged:
- Tickets submitted during staffed support hours: first response within 6 hours
- Tickets submitted outside staffed support hours: first response within 24 hours
A rotating technical team monitors the network around the clock and handles platform incidents. Website tickets may be submitted at any time.
Website tickets are NovixLink's formal support channel. For help with an account, order, billing, refund, VPS, or network service, sign in to the Client Portal and submit a ticket.
Website chat, WhatsApp, Telegram, and email remain available for general contact. Please use a website ticket for any matter that requires formal handling or continued follow-up.
