Support FAQ

Information about getting help, support channels, and service levels.

Support Channels

Q: What support options are available?

A: Support varies by plan:

Plan	Community Forum	Email Support	Live Chat	Phone Support	Dedicated Support
Free	✅	❌	❌	❌	❌
Starter	✅	✅	❌	❌	❌
Pro	✅	✅	✅	❌	❌
Enterprise	✅	✅	✅	✅	✅

Q: How do I contact support?

A: Multiple ways to reach us:

1. Email: support@devcogent.com
2. Live Chat: Available in your dashboard (Pro+ plans)
3. Community Forum: community.devcogent.com
4. Phone: 1-800-DEVCOGENT (Enterprise only)
5. Contact Form: Available on our contact page

Q: What are your support hours?

A: Support availability:

• Email Support: 24/7 (responses within SLA)
• Live Chat:
  • Monday-Friday: 6 AM - 6 PM PST
  • Saturday-Sunday: 8 AM - 4 PM PST
• Phone Support:
  • Monday-Friday: 6 AM - 6 PM PST (Enterprise)
• Community Forum: 24/7 community-driven

Response Times

Q: How quickly will I get a response?

A: Response times by plan:

Plan	Email Response	Chat Response	Priority
Starter	24-48 hours	N/A	Standard
Pro	12-24 hours	5-10 minutes	High
Enterprise	2-4 hours	Immediate	Highest

Q: What counts as a response?

A: A response means:

• Initial acknowledgment of your issue
• Confirmation we've received and understood your problem
• Timeline for resolution or next steps
• Not necessarily a complete solution (complex issues may require multiple exchanges)

Q: Do you have different priority levels?

A: Yes! Issue priorities:

1. Critical (Enterprise only)

   • Service completely down
   • Security incidents
   • Data loss scenarios
   • Response: 1 hour

2. High (Pro+)

   • Major functionality impaired
   • Performance severely degraded
   • Authentication issues
   • Response: 4 hours

3. Medium (All paid plans)

   • Minor functionality issues
   • Integration questions
   • Feature requests
   • Response: 24 hours

4. Low (All plans)

   • General questions
   • Documentation clarifications
   • Enhancement suggestions
   • Response: 48 hours

Getting Better Support

Q: How can I get faster support?

A: To expedite your support request:

1. Choose the right channel:

   • Critical issues: Phone (Enterprise) or email with "URGENT" in subject
   • Quick questions: Live chat
   • General discussion: Community forum

2. Provide complete information:

   • Account email and plan type
   • Detailed description of the issue
   • Steps to reproduce the problem
   • Error messages and stack traces
   • Expected vs. actual behavior

3. Include relevant details:

   • SDK version and platform
   • Code examples (remove sensitive data)
   • Request/response logs
   • Timestamps of when issues occurred

Q: What information should I include in support requests?

A: Essential information checklist:

Technical Issues:

□ Account email
□ API key ID (not the full key)
□ SDK version and programming language
□ Operating system and version
□ Complete error messages
□ Code snippet that reproduces the issue
□ Expected behavior vs. actual behavior
□ Timestamps when the issue occurred
□ Any recent changes to your setup

Billing Issues:

□ Account email
□ Invoice number or transaction ID
□ Billing address
□ Description of the billing concern
□ Expected vs. actual charges
□ Payment method used

Account Issues:

□ Account email
□ Description of the account problem
□ What you were trying to do
□ Any error messages received
□ Browser and version (for dashboard issues)

Self-Service Resources

Q: What resources are available for self-help?

A: Extensive self-service options:

1. Documentation:

   • Getting Started Guide
   • API Integration
   • Authentication Guide
   • Troubleshooting Guide

2. Code Examples:

   • GitHub repositories with sample code
   • Interactive examples in documentation
   • SDK-specific tutorials

3. System Status:

   • status.devcogent.com
   • Real-time system health
   • Historical uptime data
   • Planned maintenance notifications

4. Community Forum:

   • Developer discussions
   • Community-contributed solutions
   • Feature requests and feedback

Q: How do I check if there's a known issue?

A: Before contacting support:

1. Check system status: status.devcogent.com
2. Search the community forum: Common issues often have solutions
3. Review recent documentation updates: We regularly update guides
4. Check your dashboard: Look for service notices or alerts

Community Support

Q: How active is the community forum?

A: Our community is vibrant and helpful:

• 500+ active developers participating monthly
• Average response time: 2-4 hours for popular topics
• Devcogent team participation: Daily monitoring and responses
• Solution rate: 85% of questions get resolved through community help

Q: Can I contribute to the community?

A: Absolutely! Ways to contribute:

1. Answer questions from other developers
2. Share code examples and tutorials
3. Report bugs and suggest improvements
4. Write blog posts about your Devcogent integrations
5. Contribute to open-source tools and libraries

Benefits for active contributors:

• Recognition badges in the forum
• Early access to new features
• Invitations to developer events
• Potential discounts on paid plans

Enterprise Support

Q: What makes Enterprise support different?

A: Enterprise support includes:

1. Dedicated Support Team:

   • Named support engineer assigned to your account
   • Direct phone and email contact
   • Escalation to engineering team when needed

2. Enhanced SLAs:

   • Critical issues: 1-hour response
   • High priority: 4-hour response
   • 99.9% uptime guarantee
   • Monthly service reports

3. Proactive Support:

   • Account health monitoring
   • Performance optimization recommendations
   • Quarterly business reviews
   • Early warning for potential issues

4. Custom Solutions:

   • Architecture reviews
   • Integration assistance
   • Custom feature development
   • Training and onboarding

Q: How do I upgrade to Enterprise support?

A: Contact our sales team:

• Email: enterprise@devcogent.com
• Phone: 1-800-DEVCOGENT
• Schedule a call: Book through your dashboard

We'll discuss your needs and create a custom support package.

Training and Onboarding

Q: Do you offer training programs?

A: Yes! Training options:

1. Self-Paced Learning:

   • Interactive tutorials
   • Video walkthroughs
   • Hands-on workshops
   • Certification programs

2. Live Training (Pro+ plans):

   • Weekly webinars
   • Q&A sessions with experts
   • Best practices workshops
   • New feature deep-dives

3. Custom Training (Enterprise):

   • On-site training sessions
   • Custom curriculum development
   • Team workshops and bootcamps
   • Ongoing education programs

Q: Is there an onboarding process?

A: Onboarding varies by plan:

Starter/Pro Plans:

• Welcome email series with key resources
• Interactive tutorial in your dashboard
• Access to getting started documentation
• Community forum introduction

Enterprise Plans:

• Dedicated customer success manager
• Custom onboarding plan
• Technical architecture review
• Implementation timeline and milestones
• Regular check-ins during first 90 days

Feedback and Feature Requests

Q: How do I request new features?

A: Multiple channels for feedback:

1. Feature Request Portal: feedback.devcogent.com
2. Community Forum: Discuss ideas with other developers
3. Support Tickets: Include feature requests with support issues
4. Customer Success (Enterprise): Direct feature discussions

Q: How do you prioritize feature requests?

A: Prioritization factors:

• Customer demand: Number of requests and votes
• Business impact: Revenue and user adoption potential
• Technical feasibility: Development complexity and resources
• Strategic alignment: Fits with product roadmap
• Customer tier: Enterprise requests get higher consideration

Q: Do you provide product roadmaps?

A: Yes! Roadmap sharing:

• Public roadmap: High-level features and timelines
• Quarterly updates: Progress reports and timeline adjustments
• Enterprise roadmap: Detailed roadmap with customer-specific items
• Beta program: Early access to upcoming features

Escalation Process

Q: What if I'm not satisfied with the support response?

A: Escalation options:

1. First level: Reply to your support ticket asking for escalation
2. Management escalation: Email support-manager@devcogent.com
3. Executive escalation: For Enterprise customers, contact your account manager
4. Customer advocacy: advocacy@devcogent.com for serious concerns

Q: How do you handle complaints?

A: Our complaint resolution process:

1. Acknowledgment: Within 24 hours
2. Investigation: Review of all relevant information
3. Resolution plan: Clear timeline and next steps
4. Follow-up: Ensure satisfaction with the resolution
5. Process improvement: Use feedback to improve services

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Need immediate support?

• Critical issues: Call 1-800-DEVCOGENT (Enterprise) or email urgent@devcogent.com
• General support: support@devcogent.com
• Live chat: Available in your dashboard (Pro+ plans)
• Community help: community.devcogent.com