Customer Portal

The customer portal is the provider-owned account area for Novantra Cloud. It is separate from your workspace: the portal shows account, support, billing, license, and workspace locator information, while governed work data stays inside the selected workspace region.

Account creation and sign-in

Public account creation supports email/password, Google Sign-In, and GitHub Sign-In when the provider is configured. OAuth signup requires a verified email claim from the provider; hidden or unverified GitHub email cases must use email verification before account creation or linking can continue.

Before creating a workspace, the account owner or admin must verify their email address and enroll MFA. Novantra may use Cloudflare Turnstile on public signup and sign-in forms to reduce automated abuse.

Magic-link sign-in is for existing known customer contacts, on-prem provider-portal entry, and recovery/passwordless fallback. It is not the primary way to create a brand-new public account.

Workspaces

Create managed-cloud workspaces from the portal by choosing a region/cell and workspace name. The regional cloud cell creates the actual workspace runtime; the portal stores only the account link, workspace URL, lifecycle state, and safe posture summary.

Free accounts start on Novantra’s catalog-backed free plan. The portal can show plan posture, workspace allowance, usage, and upgrade/support entry points, but product authorization is enforced by Novantra’s entitlement projection and the owning workspace commands. The free plan is intended for evaluation and small-team adoption; paid plans and add-ons unlock production scale, premium packages, AI, training, enterprise integrations, custom domains, BYOK, BYO storage, and BYO email where supported.

Billing and license tables show entitlement limits together with recorded usage for the current UTC month where the owning module has written a commercial usage counter. If a counter has not been recorded yet, the portal marks usage as pending instead of treating the limit as unused.

For eligible managed-cloud accounts, an owner, admin, or billing contact with recent MFA can start an in-app payment modal from the billing summary. The modal uses Stripe’s Payment Element for payment details; Novantra receives only browser-safe session material and never collects raw card data. Browser payment confirmation is not the access authority: subscription and entitlement state change only after the signed provider webhook is projected into Novantra’s billing policy read model.

If live payment is unavailable, the plan is manually billed, or the account is on a sovereign/on-prem commercial path, the portal opens a support fallback instead of requiring a live payment provider dependency.

The first workspace owner must match the verified portal contact email. Custom domain, email, storage, key management, and other workspace settings are configured after the workspace exists.

Workspace creation uses a retry-safe provisioning operation. If a pre-launch provisioning attempt fails before a usable workspace exists, Novantra cleans the incomplete regional reservation where safe and lets you retry the same region and subdomain. If the result is ambiguous, the locator stays blocked for support review instead of being deleted blindly.

Account contacts

Owners can invite contacts, suspend contacts, and make another active contact an owner. Admins can invite operational contacts, but they cannot remove owners or change billing authority. Privileged contact changes require a recent MFA verification.

Invitations are account-scoped, sent by email, expire automatically, and open the invited customer account in the portal after acceptance. Customer portal contacts are not workspace users; workspace access is still managed inside each workspace.

Account requests

Use Account requests to ask Novantra support to review account closure, correction, or account export requests.

• Account closure and account-level export requests require owner authority and a recent MFA verification.
• Correction requests can be opened by the signed-in customer contact and reviewed by Novantra support.
• Opening an account request creates a reviewed support case. It does not immediately delete data and does not copy workspace work data into the portal.

Novantra retains provider-side audit, policy acceptance, billing, security, abuse-prevention, and workspace locator evidence according to the approved retention rules.

Support tickets

Support tickets are scoped to the selected customer account. Customer-visible messages and attachments are shown in the portal; internal provider notes remain in Novantra support operations.

Do not include passwords, tokens, secrets, or regulated workspace data in portal support messages.