1. Support Channels
- Email Support: Available for all paid plans at
fahad@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 standard support team operates from Sunday to Thursday, 9:00 AM to 5:00 PM (AST/UTC+3) to align perfectly with the standard GCC workweek.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.