Frequently asked questions

The things IT teams ask before handing off part of their support operation. Not covered here? Get in touch.

Do you replace our internal team?

No. Devela is designed to complement the team you already have — handling first-line support, a development project, security monitoring or scaling work you don’t have the bandwidth for, so your people can focus on what only they can do.

Do you only provide IT support, or can you build software too?

IT support (L1) is one of eight service groups we offer. We also build and maintain software, run cloud infrastructure, provide cybersecurity and SOC services, integrate AI, redesign products and offer technical consulting — see the full list on the Services page.

Where is Devela based?

Devela is based in Bosnia and Herzegovina and provides remote nearshore IT services to European companies.

What hours does your team work?

Our initial service model is built around European business hours. Extended coverage can be discussed depending on client requirements.

Can you work with our existing MSP?

Yes, for the L1 support service — Devela can operate as an additional support layer alongside an existing MSP or internal IT team.

Do you provide the equipment?

Equipment depends on the engagement. For client-specific environments, client-provided or company-managed devices are preferred.

Can we start with a pilot?

For the L1 support service, yes — we can structure an initial 30-day pilot around a clearly defined user group, support scope and SLA. Other services typically start with a scoped discovery conversation instead, since a fixed-scope build doesn’t fit a rolling pilot model.

Do you provide 24/7 coverage?

Extended and 24/7 coverage can be discussed for engagements that require it, such as support desks or SOC monitoring. Initial service delivery is focused on European business hours.

Can you provide German-language support?

German-language support can be provided depending on the staffing requirements of the engagement.