Describe the impact
We prioritise support using the effect on people and the scope of the failure, not the urgency label alone. A broken main route affects more visitors than a cosmetic issue on one rarely used page.
A reproducible report helps us decide whether an issue is a route problem, browser limitation, external dependency, or actual product defect.
- Name the page or product and the action that failed.
- Explain what happened, what you expected, and whether it repeats.
What we look at
We consider whether the issue blocks a core task, affects multiple users, involves data exposure, prevents installation, or has a known workaround.
Possible security exposure is handled carefully; we avoid asking people to reproduce it using another person’s data.
- We distinguish a public website outage from an external service outage.
- We review logs and the release history when those sources are available.
Information that helps
A useful report includes device and browser, approximate time, route, steps, and a screenshot without private content. We may ask for more information if the first report is not enough to reproduce the behaviour.
We do not ask for a password, OTP, payment PIN, private key, or full payment-card data.
- Keep examples under your control.
- Use support@davoniumtech.com for the our public support route.
Response boundaries
We review reports as resources and impact permit. The public website does not promise a 24-hour helpdesk, uptime guarantee, or fixed response time.
We share next steps where possible and update documentation when a recurring issue reveals a confusing workflow.
- We communicate known limitations honestly.
- We do not label an external provider issue as fixed until we can verify the result.
When to contact us
Send a clear description and the public URL to support@davoniumtech.com. Never include passwords, one-time codes, or private account information.