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 there to help.

Trial

Starter

Priority

Ultimate

Affected Products All Trial Products Individual 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 1 year
Support Incidents

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

unlimited 10 unlimited unlimited
Ticket Response Time

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

72h 72h 24h 24h
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.

Public Issue Tracking System

Full transparency on the issues we have verified, scheduled and working on 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, 8am - 10pm UTC. Only available with DevCraft Ultimate.

     
Remote Web Assistance

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

     
Issue Escalation – 16h response

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

     
Ticket Pre-screening – 4h 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. 4h 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