Nox-Lumen MfgContact us
Channels
| Need | Reach |
|---|---|
| Sales / quotes / POC | info@nox-lumen.com |
| Technical support / bugs / tickets | info@nox-lumen.com |
| Partners / resellers | info@nox-lumen.com |
| Media collaborations | info@nox-lumen.com |
Production emergencies
For paid private deployments or mission-critical tiers:
- Call the hotline referenced in contracts / handover packs
- Email info@nox-lumen.com with subject prefix
[URGENT] - Include:
- Tenant / environment
- Incident start time
- Blast radius (all users vs subset vs single workflow)
- Mitigations attempted
Avoid dumping dozens of unstructured chat screenshots—it slows diagnosis.
Offices
| City | Focus |
|---|---|
| Singapore | HQ (engineering + global business development) |
| Shanghai | Greater China ops & delivery |
| Beijing | Commercial + public sector engagements |
Response targets
| Channel | Biz-hour response |
|---|---|
| Mission-critical incidents | ≤1 h |
| Production (enterprise SLA) | ≤4 h |
| General tickets | ≤1 business day |
| Commercial questions | ≤2 business days |
| Partnerships | ≤3 business days |
SLA acknowledgement ≠ immediate resolution—complexity varies.
Before opening a ticket
- Check FAQ
- Run
combo-cli health --verbose - Pull audit logs near the failing timestamp
- Gather tenant, env, timestamps, blast radius, expected vs actual behaviour