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Please fill out this form to report your issue with DeepVA, including a detailed description of your problem and how to reproduce it.

We will get back to you as soon as possible!


Please note: This form is for DeepVA related support issues only, for all other inquiries or questions please use our Contact Form. Before submitting your support request, please check our Knowledge Base for answers to common technical issues.

 

The Standard Support Plan does not include the following services:
- Password Resets: Users should use the “Forgot your password?” link on the login page or contact their system administrator.
- Username Assistance: For help with usernames, users should contact their system administrator.
- Account Lockouts: In case of lockouts due to incorrect login attempts, users should either contact their system administrator or wait for the lockout period to end.
- User-Specific Customizations: Support does not include assistance with developing custom features or settings tailored to individual users.
- Third-Party Applications or Services: Support does not cover non-service applications, services, or technologies, including: Databases, Browsers, Firewalls, Computer networks, Communication systems.
- Third-Party Applications: This includes applications created by us, the customer, or any third party.
- Hardware Installation and Configuration: Support does not include help with installing or configuring hardware such as: Computers, Hard drives, Networks, Printers. - Account Configurations: Performing any kind of configuration on your account is not included in the Standard Support Plan.
 

SUBMIT A REQUEST

You need to self-assign your support request to one of the following priorities so that we can provide you with the best possible help:


Level 1: Critical
- Major System Outage
- On-Air Disruptions
- System unavailability (for all users) and data integrity issues with no workaround available.


Level 2: Urgent
- Major functionality is impacted or significant performance degradation is experienced.
- Issue is persistent and affects many users and/or major functionality.
- No reasonable workaround available.
- Also includes time-sensitive requests.


Level 3: High
- System performance issue or bug affecting some but not all users.
- Short-term workaround is available, but not scalable. 


Level 4: Medium
- Inquiry regarding a routine technical issue.
- information requested on application capabilities, navigation, installation or configuration.
- bug affecting a small number of users.
- Reasonable workaround available.
- Resolution required as soon as reasonably practicable

Using the table above, assign your support request to one of the following priorities.
Partner / Reseller - Are you writing on behalf of an client?
Short description of your support request

Please describe your support case. Include all available information to help us find a quick solution.
Also include date and time when the error occurred first and if possible the Job ID.

Please upload a screenshot or any other information useful for the investigation of the support request.

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