Where to write
Same address, different subjects. The subject is what routes it.
| Subject line | For | Typical reply |
|---|---|---|
| (anything) | General questions, anything that does not fit below. | 2 working days |
| Support | Something is broken, a run failed, credits look wrong. | 1 working day |
| Enterprise | Volume pricing, deployment questions, procurement and security review paperwork. | 1 working day |
| Education | Seats for a cohort, syllabus material, research access. | 3 working days |
| Press | Interviews, briefings, assets beyond the media kit. | 1 working day |
| Partnerships | Model providers, studios, tool platforms. | 3 working days |
| Security | Vulnerability reports. See the disclosure section below. | 2 working days to acknowledge |
| Privacy | Data access, export or deletion requests. | 5 working days |
Getting a useful answer faster
Most support exchanges are slow because the first reply has to ask for something. These are the things that save that round trip.
- The project name
- Or the URL if you have it open. This is usually enough to find the run without asking you for anything else.
- Roughly when
- A date and an approximate hour with your time zone. "Yesterday afternoon" is genuinely fine.
- What you expected
- Not just what happened. The gap between the two is usually where the actual problem is, and it is the part only you can supply.
- The exact message
- A screenshot or the text. "It said something about credits" costs an extra day.
- Whether it repeats
- Once, every time, or only on one project. This single line changes where we look first more than anything else in the message.
If the studio is behaving strangely across the board rather than on one project, check the status page first — it reports what the deployment can actually observe about its own capabilities, including whether authentication is reachable and whether a generation provider is connected.
Reporting a vulnerability
Write to hello@novastudio.world with "Security" in the subject and enough detail to reproduce the issue. We will acknowledge within two working days, tell you what we found, and tell you when it is fixed.
We will not pursue legal action against anyone who reports a genuine issue in good faith, gives us a reasonable window before publishing, and does not access, modify or destroy data that is not theirs.
We do not currently run a paid bounty programme. Where a report leads to a fix we will credit you by name in the ship note, if you want to be credited.
Where we are
- Registered office
- BOYU Labs, Singapore. This is the legal entity for contracts, invoices and anything a procurement department needs.
- Second hub
- Hangzhou, China. Product, platform engineering and the domestic creator community.
- Everywhere else
- The rest of the team is remote across several time zones. There is no head office a decision has to pass through.
Before you write
Is there live chat or a phone number?
No. At this size, an inbox read by the people who build the product produces better answers than a chat widget staffed by someone who has to escalate everything. If your question needs a call, say so and we will book one.
I sent something and heard nothing.
Check spam, then write again — the second one is not an imposition. Occasionally a reply bounces on a corporate filter and we do not find out.
Can I get an invoice or a W-9 equivalent?
Yes. Subject "Enterprise", tell us the entity name and what your finance system needs.
Do you sign NDAs before a sales conversation?
Yes, for enterprise conversations where you need to describe your pipeline to explain the requirement. Send yours or ask for ours.
Can I request my data or have my account deleted?
Yes. Subject "Privacy". Account deletion is also available in settings and removes cloud projects; the ledger entries required for billing records are retained as long as the law requires and no longer.