Frequently asked questions

The things clients ask before working with us. Not covered here? Get in touch.

What is Devela?

Devela is an IT company that works with clients remotely, across Europe and worldwide. We build software (web, mobile, desktop and APIs), provide cybersecurity and SOC services, IT helpdesk support, cloud and DevOps, optimization and scaling, AI integration, UX/UI design and IT consulting.

Which countries do you work with?

We work with clients in Bosnia and Herzegovina and the wider region, across the European Union and the DACH countries, and in the United Kingdom, the United States, the United Arab Emirates and China.

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 helpdesk support 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.

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 IT helpdesk 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 IT helpdesk 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.