DevSamurai Support - SERVICE LEVEL AGREEMENT
DevSamurai will response within no more than 2 business days from the time of your initial request. Normally we answer the majority of requests within the same business day, critical issues will be treated within couple of hours. We will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond our control.
SUPPORT SERVICE SCOPE
- Installation and configuration of DevSamurai’s products
- Use guide and best practices when using DevSamurai’s products
- Troubleshoot problems with DevSamurai’s products
HOURS OF OPERATION
Support services are available during the following hours of operation:
- Monday to Friday 9:00 to 18:00 JPT
Hours of operation are subject to change. Any modifications to this schedule will be announced through the email list ahead of time.
METHODS FOR REQUESTING ASSISTANCE/SERVICE
Support services can be accessed in the following ways:
• Submitting a ticket through DevSamurai’s Support Desk system (registration is required)
• E-Mail: Send a message with a detailed description of the request for service to our mailing list.
OUT OF SERVICE SCOPE
- Phone support
- Request not relates to functionalities of DevSamurai’s products
- Support in any language other than English
- DevSamurai, Inc.
- 4F Shiroyama Trust Tower, Toranomon 4-3-1, Minato City, Tokyo, 105-6004 Japan
- info@devsamurai.com
Our Mission
DevSamurai enables companies to modernize and automate IT and business processes.
We help customers to transform IT to next level with latest cloud computing platform, devops tools and best practices.
Our team provide industry leading consulting expertise, service delivery, cutting edge products and solutions to all steps of Software Development Life Cycle (SDLC).