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We provide support to clients looking for technical assistance via our Client Support.

We use support tickets as a way to organise and prioritise different types of requests. There are three categories of support tickets: Minor, Major, and Critical.

Minor

Minor loss of service. Impact is an inconvenience. 

  • Standard level response time within 24 hours and target resolution within 1 – 5 days

 

Major

Severe loss of service. Web application can be used in a restricted fashion. 

  • Standard level response time within 24 hours and target resolution within 1 – 3 days

 

Critical

Complete loss of service. Web application cannot be used.

  • Standard level response time within 2 hours and target resolution within 24 hours

 

By categorising support requests in this way, clients can be sure that their requests are being handled in a timely and efficient manner. The use of the support ticket system also helps to ensure that all client requests are addressed, further improving the quality of service provided by DevEdge.

Clients will need to register or will be provided login credentials on contract acceptance to be able to submit support tickets.

Standard level response is between 09.00 – 18.00 hours.