> ## Documentation Index
> Fetch the complete documentation index at: https://guide.codepure.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Policy

> Our target response times and support channels.

Codepure provides dedicated support to ensure your DevSecOps pipeline runs smoothly. This policy outlines how and when you can expect a response from our engineering and support teams.

## 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.