Support Policy

This page describes how to request assistance with the Nova Post MCP connector and how to provide useful diagnostic information safely.

1. What support covers

Support requests may concern connecting the MCP service, authorization, available delivery tools, unexpected errors and discrepancies between a requested operation and its result. Features, subscriptions and account settings of an AI platform are handled by that platform’s support.

2. How to contact us

Use the official contact channels listed on the Nova Post website. Specify “Nova Post MCP” and describe whether the issue concerns connection, authorization or a delivery operation. Shipment delays, loss, damage, payments and delivery claims should be submitted through the relevant Nova Post customer service channels.

3. What to include

• The date, time and time zone of the issue.
• The AI platform and client version, if available.
• The operation you attempted, expected behavior and actual result.
• The error message and request or correlation identifier, if available.
• Minimal reproduction steps and screenshots with personal data and credentials removed.

Share shipment identifiers or account details only when needed through an official private support channel. Do not publish them in public discussions.

4. Protect your information

Never send passwords, API keys, access or refresh tokens, authorization codes, session cookies or complete authorization headers. Remove secrets and unnecessary personal data from logs and screenshots. Support requests do not require granting remote access to your AI account.

5. Before retrying

Check the configured server address, your connection and whether authorization is still valid. If needed, reconnect through the normal sign-in flow. When a create or delete operation fails or times out, check the shipment’s current state before repeating the action. Do not repeatedly submit the same request.

6. Security concerns

If you suspect unauthorized access, disconnect the connector, secure the affected account and report the concern through official Nova Post contact channels. Describe the impact without including usable credentials or publicly exposing personal data. Do not test a suspected vulnerability against other users’ data.

7. Response and resolution

Requests are assessed according to their impact and available information. Additional details may be needed to reproduce an issue, and some cases depend on Nova Post systems or the AI platform. This policy does not promise a fixed response time, resolution deadline or round-the-clock support. Any separately agreed support commitments continue to apply.

See also our Privacy Policy and Terms of Use.