Device42 currently offers a 1 hour response time during scheduled hours by logging into support.device42.com and opening a detailed ticket.
Our Support hours are 7am EST -> 7pm EST and 12am EST -> 5am EST offering 17 hours of coverage per calendar day Monday -> Friday.
We offer a Support Number that is available during our official US business hours as well 9am EST to 6pm EST - 1 (844) 424-2422
Defects are handled on a priority basis, if it is a critical defect, we will escalate it to development and get a fix in as soon as possible and provide an ETC.
We currently run on a twice a month Agile sprint cycle with change control and QA for all code check ins.
Feature requests go to our Product Management department. If approved, we will send you an ETC.
Our Customer Success Team is run by Jason Lomax. He is your main escalation point if you are not getting the service you need. Feel free to reach out to him at any time. firstname.lastname@example.org