Devolutions' Support Fair Usage Policy

Updated on November 23, 2017

Support plays an essential role in ensuring that our customers are able to fully realise the benefits of Devolutions’ software products. A support agreement entitles the customer to various benefits depending on the plan being subscribed to. The plans are as follows:

PlanStandard

  • Normal priority support
  • Initial response time - 2 business days
  • Forum support

PlanExtended

  • High priority support
  • Initial response time - Next business days
  • Forum support
  • Email support

PlanPremium

  • High priority support
  • Initial response time - 4 hours
  • Forum support
  • Email support
  • Phone support
  • Data migration support

Extended and Premium support plans are available to customers with 10 licenses and more.

Support does not include:

Devolutions’ goal is to ensure that our customers maximise their use of our products and receive the full business benefits that they can offer. To that end we will typically assist our customers beyond these guidelines, but at our own discretion and conditions and to an extent which we judge is fair and reasonable.

Support for all Devolutions’ products is available from 7:30am to 6:00pm (Eastern Standard Time) Monday to Friday, excluding statutory holidays for the province of Quebec, Canada.

Additional assistance may be offered but will be invoiced on an hourly basis; this assistance would be provided by the Professional Services team of Devolutions, when available.

Should an issue be investigated under normal support terms and later be found to be caused by factors mentioned in the "exclusions list” above, the customer will be advised accordingly and will be responsible for purchasing the required professional services at its own cost to correct the issue.

Customers who make excessive use of our support services or who show a poor understanding of how to use an application may get responses after the time period indicated for each support plan category described previously. They may also be required to receive training before being eligible to our normal support services. These guidelines have been established to ensure that Devolutions can provide high quality support to all its customers at a fair price. Without these controls, excessive use of support by a small number of customers could lead to increases in fees for all.

For additional terms and conditions applicable to our support services, please refer to our software license agreement provided to you at the time of purchase, or in the online help. The latest version of our software license agreement may also be found at https://remotedesktopmanager.com/home/download.

Devolutions reserve the right to modify this policy at any time and without prior notice by posting amended terms on its applicable website(s). We encourage you to review our Support Policy periodically. Whenever we update our Support Policy we will change the date to indicate when the changes were made.