Our Solutions
Support on Demand
Ongoing ServiceNow support and sustainment, sized to you.
Keep ServiceNow at its best, without carrying a support team. Novabridge Support on Demand gives you named ServiceNow specialists on tap for the day to day — incident resolution, small changes, configuration, administration and platform care.
Expert hands when you need them, predictable cost and clear visibility, without carrying a full support team. We work directly in your own ServiceNow instance, so your platform stays yours. Larger pieces of work and your annual platform upgrade are planned and scoped separately, so your support capacity stays available for the day to day.
What it covers
Four things we take off your plate
Incident resolution
Break/fix across the ServiceNow modules you have deployed.
Changes and config
Small enhancements, configuration and day to day administration.
Platform care
Health checks, upgrade readiness and release support.
A team that knows you
A named lead consultant and a warm backfill for continuity.
How it works
From request to resolution in four steps
1. You raise it
Log it in your ServiceNow instance, assigned to our resolution group. A quick note in Teams or email is fine to flag it.
2. We size it
Our consultant triages the request and gives you a quick effort estimate.
3. You approve
For anything beyond a small task, a reply email is your green light. Larger pieces come with a short written scope first.
4. We deliver
Work is delivered, documented and logged in your instance, and confirmed in your monthly statement. Small items — under half a day — we just get on with; anything beyond about a week is quoted separately, so your support pool stays available for the day to day.
Ways to engage
One offering, three simple shapes
We help you pick the model that fits how you want to buy and the service levels you need. Indicative rates on request.
Prepaid Hours
A pool of support hours bought up front and drawn down against approved work, with top-up blocks when you need them. Best when you want budget certainty and flexible day-to-day support.
Fixed-Price Support
A fixed price with committed response and resolution targets by priority. Best when you need committed service levels for business-critical systems.
Time and Materials
Billed on the work delivered, at agreed rates by consultant level. Best when you prefer to keep the arrangement open and pay as you go.
What you can count on
A consistent team, and no surprises
Your team and continuity
- A named lead consultant who knows your instance and works with you week to week.
- A named backfill consultant kept across your environment, so cover is seamless.
- One relationship owner for anything commercial — a single point of contact.
- Support in ANZ business hours, with after-hours cover by arrangement, triaged by business impact.
- Team changes are rare; if one is needed we give you notice, the new consultant's background and a handover, and you keep the final say.
Visibility and control
- A monthly statement showing hours used, hours remaining and what was delivered, plus a monthly check-in to keep work pointed at your priorities.
- Small work aside, every job is estimated and approved before it starts; if one looks like running materially over, we pause and check with you.
- An early flag when a prepaid pool is running low, so top-ups and renewals are never a scramble.
- Your ServiceNow record carries the full audit trail.
Why Novabridge
Specialist ServiceNow expertise, ANZ-wide
Novabridge is an Australian-owned, independent ServiceNow Elite Partner delivering across Australia and New Zealand. Support on Demand runs on one playbook and one delivery team, so you get consistent, specialist expertise focused on measurable platform performance.