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Issue Investigation
Investigation, diagnosis, containment, and reasonable corrective action for production issues affecting supported systems.
Support Packages
Predictable Support. Controlled Escalation. Clear Expectations.
A defined support framework ensures operational stability, predictable response times, and controlled escalation — so your team always knows who's responsible, how fast they'll respond, and what happens next.
Included in Support Services
Support scope applies to agreed and supported systems only. DevsX support typically includes:
Bug Fixing
Identification and correction of defects within existing supported functionality, including appropriate testing and validation.
Monitoring & Communication
Proactive software monitoring, clear incident ownership, fast alert response, structured escalation, and transparent client communication.
Maintenance
Preventive reliability and security work within the available support capacity, helping supported systems remain stable, secure, and operational.
What Is NOT Included in Support
Unless explicitly agreed separately, support does not include:
New feature development
Building new features or custom functionality beyond the currently agreed scope of work.
Major codebase refactoring
Significant structural changes to the existing codebase, as opposed to incremental fixes and improvements.
Infrastructure redesign
Rebuilding or redesigning infrastructure from the ground up, rather than maintaining what's already in place.
Third-party system ownership
Systems, services, or components owned and managed by 3rd parties outside our direct control.
24/7 infrastructure monitoring
Continuous, round-the-clock infrastructure monitoring and alerting as a standalone service.
Performance optimisation
Proactive performance tuning or optimisation initiatives that go beyond resolving an active incident.
Additional activities may be scoped separately under project or T&M engagement.
Three Support Models
Flexible support options designed to match your operational needs, risk profile, and business clarity.
Emergency (T&M)
Incident-based engagement for urgent situations without ongoing support coverage
- Incident-based only
- No guaranteed availability
- Billed per incident
- Best-effort response
- No SLA commitment
- No reserved capacity
Standard
Structured business-hours support with predefined monthly capacity.
- Business-hours coverage(Mon-Fri, 09:00-18:00)
- Predefined monthly support hours(e.g. 20/40/80h)
- Structured incident management
- After-hours support available(optional, billed separately)
- SLA during business hours
- Extra hours available at extra cost
Premium
Reserved operational coverage for production systems requiring priority response and controlled escalation.
- Reserved engineering capacity
- Priority response for critical incidents
- Full coverage for P1 incidents
- War room & escalation management
- Monthly operational review
- After hours support available
Additional activities may be scoped separately under project or T&M engagement.
Response Time Targets
Response time refers to initial acknowledgement and engagement, not full issue resolution — the moment we start working the problem, not the moment it's fully closed out and verified.
Standard ModelPremium ModelAfter-Hours Premium
P1 Critical
P2 High
P3 Medium
P4 Low
01
Response ≠ Resolution
Response time is the time to acknowledge and start working on the issue. Resolution time depends on complexity, dependencies, and third-party factors that aren't always within our control — so we're upfront about the difference rather than promising what we can't guarantee.
02
Extended P1 After-Hours Coverage
Premium Support includes an after-hours response target of up to eight hours for P1 incidents. Standard and Emergency clients may request after-hours assistance, but acceptance depends on team availability and no response target is guaranteed.
03
Optional P2 After-Hours Support
After-hours handling of P2 incidents is available on request, subject to approval and team availability. No response target applies outside business hours, and any approved work is billed separately.
Business Hours vs After-Hours Support
Different coverage levels based on time and incident severity.
Business HoursMonday - Friday
09:00 - 18:00
(DevsX Time zone GMT+3)Full Support Coverage
All incident severities supported with defined response targets
After-HoursMonday - Sunday
18:00 - 09:00
(DevsX Time zone GMT+3)Reduce Support Coverage
Limited capacity available. Response time may be extended. Emergency conditions apply.
We Respond. We Manage. We Resolve.
After-Hours Coverage Doesn’t Imply Immediate Response.
After-hours support. is provided for critical incidents with extended response windows based on severity and availability.
Incident Management Process
A structured workflow ensures fast response, clear escalation, and reliable service restoration — from the moment an issue is first reported to the moment it's fully closed.
Incident Intake
The issue is reported through the agreed support channels, formally logged, and tracked.
Severity Classification
Business impact and urgency are assessed, and an appropriate severity level is assigned to determine the response and escalation path.
Assignment
The responsible engineer or support team is identified and engaged without unnecessary delay.
Escalation
A Tech Lead, DevOps specialist, Incident Commander, or additional engineers based on the technical impact and incident severity are involved when the severity and complexity of the incident require additional coordination.
Service Restoration
Containment and restoration of critical service take priority, while DevsX coordinates communication, investigation, and required escalation in parallel.
Resolution & Validation
The underlying issue is addressed, the solution is tested, and the system is operationally validated before the incident is considered resolved and verified.
Incident Closure
The outcome is confirmed, documented, and communicated through the agreed channels, including any relevant follow-up actions for critical incidents.
Our Support Philosophy
DevsX support is guided by four operating principles, applied according to the scope and service level of the selected support package.
Predictable Response
Each support package clearly defines its coverage, response targets, availability model, and limitations, so nothing is left to chance or guesswork.
Structured Incident Management
Controlled escalation and prioritised incident handling, keeping critical issues from getting stuck behind minor ones in the queue.
Controlled After-Hours Coverage
Critical incidents handled under clearly defined rules within Premium model, not last-minute, ad-hoc decisions.
Operational Transparency
Clear ownership, clearly defined responsibilities, and consistent communication processes from start to finish.
testimonials
Real Results, Real Businesses
DevsX's exceptional handling of crises and bugs set them apart.
We found a reliable partner in DevsX. From the outset, their team demonstrated an unwavering commitment to our vision, delivering a functional app that perfectly matched our scope. As a startup with a fluctuating budget and sporadic working style, we often pose a challenge to tech teams. However, DevsX embraced our unpredictability with grace and flexibility, adapting their strategies to accommodate our evolving requirements.
Our experience with DevsX has been nothing short of remarkable. Their dedication, expertise, and adaptability have not only delivered a product that meets our expectations but has also set a standard for what a collaborative tech partnership should look like. We are grateful for their contributions and look forward to future endeavors with this exceptional team.
FAQ
Customers expect AI features in 2025. AI algorithms must be trained correctly to deliver expected results. ML development services from DevsX ensure your AI features work as intended.
A structured support model gives your team clear ownership, better response expectations and fewer surprises when production issues happen.
