SUPPORT

Support That Does
Not Stop at Launch

Getting help from DevSynth should take one message, not five. Whether you are a current client with a live product, a past client who needs a fix, or a visitor with a question about how we work, this page tells you exactly where to send your request, how fast you will hear back, and what to include so we can solve it on the first reply. Our senior team works across US, Canadian, and Gulf time zones, which means most requests are picked up within hours rather than days.

Same business day first response

Senior engineers, no ticket queue

Coverage across US, Canada, and Gulf hours

Pick the Channel That Matches Your Request

Email Support The main channel for everything. Send a description of the issue to Info@devsynth.oceanwebdesigns.com and it reaches your project team, not a generic inbox. Best for: bugs, change requests, questions, documentation Response: same business day

Urgent and Production Down If a live system is down or a critical function is broken, mark the subject line URGENT and send it to Info@devsynth.oceanwebdesigns.com. Best for: outages, failed deployments, payment or login failures Response: within 2 hours during 24 Hours, best effort outside them

New Project Enquiry Not a support issue. If you want to start something new or extend an existing scope, use the Get Started form on any service page. Best for: new builds, new modules, new markets Response: same business day, with a scoping call offered

WHAT TO EXPECT

Clear Priorities, Clear Timelines

 We classify every request the moment it arrives so the urgent work moves first and the routine work still gets done. These are the targets we hold ourselves to for clients on an active engagement or a maintenance agreement. Clients outside those arrangements are handled on a best effort basis, and we will always tell you up front if something falls outside your agreement.

Priority

What it means

First response

Target resolution

P1 Critical

Live system down, or a core function such as login, checkout, or payments is unusable

2 hours

Same business day, with continuous updates

P2 High

Major feature broken, significant number of users affected, no workaround

4 hours

2 business days

P3 Normal

Feature partially broken, workaround exists, or a minor defect

1 business day

5 business days

P4 Low

Cosmetic issue, question, documentation request, or small enhancement

2 business days

Next scheduled release

 

BEFORE YOU WRITE

Six Things That Get Your Issue Fixed Faster

Most back and forth in support happens because the first message is missing one detail. If you can include the items below, there is a good chance we can reproduce the problem, diagnose it, and reply with a fix or a clear plan in a single message instead of three.
  1. Project or product name. We run several engagements at once, so name the system
  2. What happened. The actual behaviour you saw, in plain language
  3. What you expected. The behaviour you wanted instead
  4. Steps to reproduce. Numbered, starting from a known state such as a fresh login
  5. Environment. Browser and version, device, operating system, app version, and whether it is production or staging
  6. Evidence. A screenshot, screen recording, error message, or console log. A 20 second recording is usually worth more than three paragraphs
SCOPE

Included, and Quoted Separately

Support and new work are different things, and mixing them slows both down. Here is the line we draw, so nobody waits on an estimate for something that was always free, and nobody assumes a new module is a bug fix.

Covered under an active engagement or maintenance agreement:

  • Defects in work we delivered, within the warranty window
  • Security patches and dependency updates
  • Uptime monitoring and incident response, where contracted
  • Minor content and configuration changes
  • Questions about how to use or operate what we built
  • Handover documentation and access issues

               Quoted separately as new work:

    • New features, screens, or modules
    • Redesigns and significant UX changes
    • Third-party integrations not in the original scope
    • Migrations to a new platform, framework, or hosting provider
    • Issues caused by changes made by another party after handover
    • Performance work beyond the agreed targets

Send Us Your Request

Fill this in and it routes straight to the team that built your system.

    Hidden fields
    Please include what you need help with, what you expected, what actually happened, steps or context, business impact or urgency, and any relevant URLs, IDs, dates, screenshots or technical details.
    Attachments
    Screenshots, recordings, logs or other supporting files.
    COMMON QUESTIONS

    Support Questions, Answered

    How fast will DevSynth respond to a support request?

    Clients on an active engagement or maintenance agreement get a first response the same business day for routine requests, and within 2 hours for critical production issues during business hours. Requests are triaged into four priority levels, P1 through P4, and each level has a published first response and resolution target.
    Yes. Every project includes a warranty period after acceptance, during which we fix reproducible defects in the work we delivered at no charge. After the warranty period, ongoing support continues under a maintenance agreement, which covers security patches, dependency updates, monitoring, and minor changes. New features are always quoted separately.
    A bug is behaviour that does not match what was agreed in the Statement of Work. A new feature is anything that adds capability the SOW did not describe. If a request sits on the line, we will tell you which side it falls on and why before any work starts, so there is no surprise invoice.
    Critical production incidents are covered outside business hours on a best effort basis for all clients with an active agreement, and on a committed basis for clients with an extended coverage plan. Because our senior team is distributed across US, Canadian, and Gulf time zones, real coverage is wider than a single office would give you.
    Often, yes. We start with a paid technical audit covering code quality, architecture, dependencies, security, and documentation. The audit tells you what shape the system is in and what it would realistically cost to maintain or improve. After that we can take over maintenance, rebuild specific parts, or hand you a plan you can run yourself.
    You do, once the project is paid in full. On full payment we assign ownership of the custom work built for you, along with repository access and deployment documentation. Components we reuse across projects, and any open source libraries, stay under their own licences, and we identify them so nothing is a surprise if you move providers.

    Still Not Sure Where to Send It?

    Email Support
    Book a Call

    Send it to Info@devsynth.oceanwebdesigns.com anyway. We would rather route it internally than have you wait while you work out the right channel.

    Email Support
    Book a Call