Last Updated: 22-08-2024

1. Introduction

At Dev Solutions, we are committed to providing exceptional support to our clients. Our Support Policy outlines the scope, availability, and standards of our customer support services.

2. Scope of Support

Our support services cover all products and services offered by Dev Solutions, including:

• Website development and maintenance
• Mobile and desktop application development
• Software development
• Technical troubleshooting and bug fixes
• Guidance on usage and best practices

3. Support Channels

Clients can reach our support team through the following channels:

• Email Support: Available at devsolutionsza@gmail.com
• Phone Support: Call us at +27 74 847 5208 during business hours.
• Live Chat: Accessible via our website during business hours.
• Client Portal: Log in to your account on our website to submit support tickets and track their status.

4. Support Availability

Our standard support hours are:

• Monday to Friday: 9:00 AM – 5:00 PM (SAST)
• Weekends and Public Holidays: Support available for emergencies only.

Outside of standard hours, support requests will be addressed on the next business day, except in cases of emergency.

5. Response Times

We strive to respond to support requests within the following time frames:

• General Inquiries: Within 24 hours during business hours.
• Urgent Issues: Within 2 hours during business hours.
• Critical System Failures: Immediate response during business hours, and within 4 hours outside of business hours.

6. Service Level Agreement (SLA)

Our SLAs are designed to ensure that clients receive timely and effective support:

• Critical Issues: Resolved within 4 hours.
• Major Issues: Resolved within 1 business day.
• Minor Issues: Resolved within 3 business days.

Response and resolution times may vary based on the complexity of the issue and the client’s support plan.

7. Client Responsibilities

To ensure effective support, clients are expected to:

• Provide accurate and detailed information about the issue.
• Be available for communication during the resolution process.
• Implement recommended solutions promptly to avoid delays.

8. Exclusions

Our support services do not cover:

• Third-party software or hardware issues not related to Dev Solutions products.
• Custom development outside the scope of the original project.
• Issues caused by unauthorized modifications to our products.

9. Escalation Process

If an issue is not resolved to your satisfaction, you may request escalation to a senior support engineer or manager. We are committed to resolving escalated issues as quickly as possible.

10. Policy Updates

Dev Solutions reserves the right to update this Support Policy at any time. Clients will be notified of any significant changes via email or our website.

11. Contact Information

If you have any questions or require further assistance, please contact us at:

• Email: devsolutionsza@gmail.com
• Phone: +27 74 847 5208