1. Support Channels
- Email Support: Available for all paid plans at
admin@codepure.com. - In-App Chat: Available via the dashboard for Pro and Enterprise clients.
- Dedicated Account Manager: Available for Enterprise clients via shared Slack or Microsoft Teams channels.
2. Business Hours
Our support team serves customers across global time zones. Standard support is available during regional business hours, Monday through Friday (with Sunday–Thursday coverage for customers in the Gulf region). Enterprise customers receive extended and 24/7 coverage for critical (Severity 1) issues.3. Target Response Times
We categorize support tickets by severity to ensure critical issues are handled immediately.- Severity 1 (Critical): The Codepure platform is completely down or you cannot run any scans.
- Target Response: Within 2 hours (24/7 for Enterprise).
- Severity 2 (High): Core functionality is broken (e.g., GitHub integration fails), but the platform is partially usable.
- Target Response: Within 4 business hours.
- Severity 3 (Normal): General questions, false positive reviews, or feature requests.
- Target Response: Within 24 business hours.
4. Escalation
If your issue requires immediate engineering attention, please include[URGENT] in your email subject line.