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Free Support

Free support is available for users with free editions or expired subscriptions; it delivers basic technical assistance. While we aim to respond to all inquiries promptly, priority is given to customers with active subscriptions or Premium Support contracts to make sure that all service-level commitments are met.

What you get:

  • 24/7 access to documentation, FAQ page, community forum, and YouTube videos

    Access online resources that guide you through common tasks, best practices, and technical processes.

  • 24/7 AI-powered support chatbot

    Instantly receive answers to basic questions, product guidance, and troubleshooting tips using our multilingual AI assistant.

  • Basic troubleshooting

    Submit questions via email and receive help with critical issues and basic setup-related requests.

Note

We recommend exploring our AI chatbot and documentation before submitting a support request. Response times for Free Support may vary depending on the volume of inquiries and existing commitments to paid support customers.

Standard Support

Standard Support is available for users with active product subscriptions or trial licenses, providing extended technical assistance via email. This plan offers broader issue coverage, defined response times, and continuous access to product updates throughout the subscription period.

What you get:

  • All features included in the Free Support plan

    Continued access to documentation, forums, videos, AI chatbot, and email-based support.

  • Unlimited access to product downloads and updates

    Access to all released and upcoming versions during your active subscription through your personal Devart account.

  • Comprehensive email support for technical issues

    Unlimited assistance with licensing, installation, debugging, protocol issues, programming concerns, and product usage.

  • Defined standard SLA for all responses

    Guaranteed response times aligned with service-level expectations for subscription users.

Premium Support

Premium Support is our most advanced support plan, designed for customers who need fast responses, hands-on assistance, and deeper technical involvement. It includes everything from the Standard Support plan, plus direct access to senior engineers and extra services.

What you get:

  • Everything included in the Standard Support plan

  • Remote incident resolution for critical cases

    When urgent situations arise, our technical specialists provide hands-on remote support to resolve critical issues quickly and restore service stability with minimal friction.

  • Direct escalation to Level 3 experts and priority fixes

    High-impact or complex cases are escalated straight to Level 3 engineers, with prioritized bug fixes and custom private builds to minimize downtime and ensure business continuity.

  • Proactive success management and feature alignment

    Success Managers provide full visibility into your support experience, while structured feedback loops and fast-tracked feature request reviews ensure our roadmap aligns with your business needs.

  • Guaranteed response times with SLA commitments

    Ensure timely issue resolution with formal Service Level Agreements to meet the demands of enterprise-level operations and critical support needs.

Note

Premium Support contracts are valid for one calendar year from the purchase date for a single license/company.

Email support is provided in the English language and, where possible, in local languages. AI-powered chat is available in 100+ languages.