Support Policy
Effective date: November 20, 2025
Devmart provides long-term stewardship for the platforms we build and operate. This Support Policy describes how support works for our clients and what visitors can expect when they contact us.
1. Support channels
| Channel | Contact | Best for |
|---|---|---|
| info@devmart.sr | General inquiries and documentation | |
| Sales | sales@devmart.sr | Proposals, engagements, new projects |
| Phone | +597 854-1211 | Direct contact during business hours |
| +597 761-4838 | Quick questions and status updates |
Availability: Our support channels are available 24/7. Messages received outside regular office hours are picked up by the first available team member.
2. Support for clients with an active engagement
Every project we deliver includes a 30-day post-launch support period covering bug fixes (new features fall outside this period). After those 30 days, support continues under a maintenance or stewardship agreement.
Clients with an active service or stewardship agreement receive support under the terms of that agreement, which takes precedence over this page. Typical response targets:
| Priority | Description | Response target |
|---|---|---|
| Critical | Production platform down or data at risk | 4 hours |
| High | Major function impaired, workaround exists | 12 hours |
| Normal | Questions, small changes, maintenance requests | 24 hours |
3. Support for other inquiries
If you do not have an active agreement with us, we still respond to every serious inquiry — typically within 24 hours. For new projects, use the contact form or schedule a meeting via the website.
4. Scope of support
Support covers platforms and systems built or operated by Devmart under an active agreement. It does not cover third-party systems we did not deliver, issues caused by unauthorized changes, or general free consultancy outside an engagement.
5. Maintenance and updates
For platforms under stewardship, we plan maintenance windows in consultation with the client and announce impactful maintenance in advance through the agreed channel.
6. Questions
Questions about this policy? Contact us at info@devmart.sr.