Support Plans for DevTools

Our support plans are designed to cover you all the way, from initial evaluation to a successful release. From a selection of "always-on" online resources to a selection of communications channels, we're always here to help.

To learn about the different Kendo UI support options, visit the support plans for Kendo UI page.

Trial

Priority

Ultimate

Affected Products All Trial Products

Individual Products

DevCraft UI Edition

DevCraft Complete

DevCraft Ultimate
Support Term Duration

Our commercial licenses include a 1-year support term. Our trial licenses come with 30-day dedicated support to help you complete a successful evaluation.

30 days 1 year 1 year
Support Incidents

Number of tickets that can be raised for the duration of the Support Term

unlimited unlimited unlimited
Ticket Response Time

Get help directly from the people who build our tools. Experience the renowned Telerik support service.
* Fair Usage Policy applies. 24-hour maximum lead time for each response Mon-Fri, excluding public holidays. 72-hour lead time for trial licenses.

72-hours 24-hours 24-hours
Access to All Telerik Community Forums

743,776+ posts, 795,240+ members and counting. Access a wealth of resources and get connected to our vibrant community.

Feedback Portal

Full transparency on the issues we have verified, scheduled and are in progress in real time. Every vote counts.

Phone Assistance

Pick up the phone and speak to a technical person right away. Get quick advice and direction or help us understand the full scope of the issue.
* Fair Usage Policy applies. Mon-Fri, 8 am–10 pm UTC. Only available with DevCraft Ultimate.

   
Remote Web Assistance

Demonstrate any issues in the environment they occur in.
* Fair Usage Policy applies. 24-hour lead time. Subject to scheduling availability, 8 am–2pm UTC, Mon-Fri, excluding public holidays. Only available with DevCraft Ultimate.

   
Issue Escalation – 16-hour response

Escalate your tickets to highest priority in our support queue.
* Fair Usage Policy applies. 16-hour maximum lead time for each response Mon-Fri, excluding public holidays. Only available with DevCraft Ultimate.

   
Ticket Pre-Screening – 4-hour response

When submitting a ticket, you can initiate a pre-screening request for it. We will confirm whether you have provided enough information for our support team to work on the issue in less than 4 hours, rather than 24.
* Fair Usage Policy applies. 4-hour maximum lead-time for each response, 8am–10pm, UTC Mon-Fri, excluding public holidays. Only available with DevCraft Ultimate.

   
What is the Fair Usage Policy?

All of our product licenses include unlimited support tickets. However, in order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services:
All support requests with at least ten times the average number of support requests will be reviewed by the support director.

Have a question?

Call us toll-free at:
888-365-2779
Email us at:
sales@telerik.com