Frequently Asked Questions

How can I contact support department?

You can contact with support department with using this link:
https://dalga.dev/support

What is included in the support service?

We offer different services included in the support, depends on the projects. We tell the customers what things are included in the support in custom software development services. For public applications that are being sold by us, we offer 6 months free support with setup service (only for once) included.
We don't offer customization and feature implementations in our support service, if you want these services included in your custom development projects, you should contact with the related department before submitting the order to see if it is possible.

What are your support plans?

All of our public applications and custom software development services have 24/7 support. We respond to customers up to 12 hours, every day.
Support duration depends on the servicers/application. It can vary between 31 days to 6 months. We always offer support plans to extend, so you can easily extend your support service if you need to.

How can I extend my support duration?

You can easily send us a support enquiry to extend the support duration. We are working on a feature to automatically extend the support duration by yourself in the my-account plan.

What if I didn't get any answers after sending a support enquiry?

We respond the support enquires as soon as possible. Usually, it takes a few minutes to get initial responses from our support department but it also can take up to 24 hours - every day in a week! In rare cases, such as times or seasons that we're experiencing a high volume of requests, it can also take up to 48 hours to get a response from us.
If you didn't get any responses after spending more than 48 hours, you can directly send a message to our supervisor:
support[at]dalga.dev
Our supervisors are constantly checking the requests and support agents activity.

How do you do troubleshooting?

First of all, we try to figure out the problem and see if we can guide you through the text messages. If we need to check further or the customer can't follow up the text instructions, we connect to the PCs/Laptops via using popular remote desktop applications (TeamViewer or Anydesk).
In some cases and occasions, we will need more time ( like a few hours or days ) to fully check the problem. Our troubleshooting process takes 30 minutes on average.

Did not find your answer?

If you could not find the answer to your question. Do not worry, you can easily contact the Dalga from the support section and ask your question.