DVEM
DVEM Gate
Support
This Support page explains how to contact DVEM regarding DVEM Gate, what information to include, and what you should expect from the current support path.
1. Contact Channels
Product support: support@dvem.ai
Official or business matters: official@dvem.ai
Use support@dvem.ai for product questions, billing questions, refund requests, approval or evidence questions, receipt or credit questions, technical issues, and general user support.
Use official@dvem.ai for business, partnership, legal, compliance, or other official communications.
2. Current Support Scope
Support may include assistance related to:
- account access and sign-in issues,
- workspace and client connection questions,
- approval, evidence, and receipt records,
- credit balances, ledger history, and billing-related metadata,
- refund requests,
- product usage questions, and
- basic troubleshooting for supported product surfaces.
3. Information to Include
To help us review your request efficiently, include enough information to identify the relevant record or workspace.
Where available, include:
- workspace ID,
- request ID,
- action ID,
- evidence ID,
- receipt ID,
- ledger event ID,
- transaction or payment reference,
- date and approximate time of the issue, and
- a concise description of what happened.
If relevant, you may also include screenshots, browser information, or the exact error message shown in the product.
4. Response Expectations
We aim to review support requests in good faith and as promptly as reasonably practicable, but we do not guarantee a specific response time, resolution time, uptime commitment, or service-level agreement unless separately agreed in writing.
Response times may vary depending on issue severity, request volume, legal or payment dependencies, security review, and the availability of third-party providers.
5. What Support Does Not Include
Unless separately agreed in writing, support does not include:
- custom engineering or integration work,
- guaranteed operational monitoring or dedicated incident response,
- legal advice, compliance advice, or business advice,
- provider-side action execution on your behalf,
- guaranteed recovery for third-party outages outside our control, or
- support for unsupported environments, workflows, or integrations.
6. Billing and Refund
For billing questions, refund requests, duplicate charge review, or credit issues, contact support@dvem.ai and include relevant transaction, receipt, workspace, or ledger identifiers where possible.
Customers may request a refund within 14 calendar days of purchase. Requests submitted after 14 calendar days are not eligible under our Refund Policy.
7. Security and Abuse
If you believe there is unauthorized access, security misuse, abusive behavior, or a serious integrity issue involving the Services, contact us promptly and include the relevant identifiers and context.
8. Product and Third-Party Limits
Some support outcomes may depend on third-party systems such as authentication, hosting, infrastructure, payment, communications, or AI providers. We are not responsible for third-party response times, policy decisions, or independent outages.
9. Records and Communications
We may retain support communications, related metadata, and associated operational references to review requests, improve support quality, enforce our policies, protect security, and maintain business records, subject to our Privacy Policy and applicable law.
10. Changes to This Support Page
We may update this Support page from time to time. If we make material changes, we may provide notice by updating the date above or by other reasonable means.
11. Contact
Product support: support@dvem.ai
Official or business matters: official@dvem.ai