Welcome to DevSamurai’s exceptional customer service. At DevSamurai, we take pride in delivering top-notch assistance and support to our valued customers. Our dedicated team is committed to ensuring your experience with our products is seamless and satisfying. Whether you have questions, encounter challenges, or seek guidance, our customer service is here to provide prompt and effective solutions. Your success is our priority, and we’re here to empower you every step of the way.
Support hours
- Our regular Support hours are as follows:
7:00am GMT+9 to 21:00pm GMT+9
How to reach our support
Please submit a ticket through our Support Portal
Support SLA for Incidents/Support requests
Response and Coverage hours are Business hours.
| Severity* | First response | |
| Critical | 4h | |
| Severe | 6h | |
| Medium | 12h | |
| Low | 24h |
What does Support include / exclude?
Includes:
- Resolving technical issues leading to service disruptions or product malfunctions as outlined in the Product documentation.
- Resolving technical issues affecting the optimal performance of DevSamurai products.
- Offering technical guidance via the provision of Support documentation.
- Assistance is available in the English language.
Excludes:
- Individualized product training sessions
- Personalized meetings or telephone support
- Resolving problems indirectly connected to DevSamurai products or services, including automation, scripting, customization, and third-party app integration
- Aiding in requests for feature enhancements that do not fundamentally impact core DevSamurai product operations
- Providing support in languages other than English