Last updated: July 08, 2025
Overview
This Support Service Level Agreement (SLA) outlines the commitments and responsibilities of Deview Studios in providing timely and effective support services to customers. It specifies the service expectations for support incidents.
Scope of Support
Support services are available to all users with an active license (subscription) for the duration of the license, including any renewal periods. Support includes bug fixes and patches. Support does not include custom software development, custom features, or assistance with third-party products or services.
Support Channels
Support is available in English and can be requested via:
The service desk: https://deview-studios.atlassian.net/servicedesk/customer/portal/2
Email: support@deview-studios.com
The website form: https://deview-studios.com/#deview-support
Business Hours
Support is provided 24 hours a day, 7 days a week, including public holidays.
Response Times
Standard requests: The Company will respond within 2 business days.
Urgent matters: The Company aims to respond promptly, usually within 24 hours.
Exclusions
Support and maintenance do not include:
Custom software development or implementation of custom features.
Assistance with host applications or other third-party products or services.
Support in languages other than English.
Scheduled maintenance or upgrades.
Incidents resulting from misuse or unauthorized modifications of the service.
Natural disasters or other force majeure events.
Eligibility
You are eligible for support as long as your subscription license is active and in good standing.
Acceptance
By using our support services, customers acknowledge and agree to the terms outlined in this SLA.
For any questions or clarifications, please contact our support team at support@deview-studios.com.
