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Enterprise Support

Please note that this information applies to customers purchasing CodeScene from October 1st 2025.

 

Enterprise Human Support, including support tickets and feature requests, is available only to customers with more than 100 active authors. Instructions for submitting support requests are provided in your welcome email.

All other customers are encouraged to use the CodeScene Community, a place to connect, share, and learn with fellow developers and CodeScene users.

👉 Visit the CodeScene Community here.

Enterprise customers with fewer than 100 active authors can contact sales@codescene.com for pricing information.

Trial customers are advised to start with the Help Center, the best place to find documentation, how-to guides, and troubleshooting tips. You’ll find answers to common questions as well as setup guidance to help you get up and running quickly.

If additional assistance is needed, you’re welcome to contact sales@codescene.com, and a member of the Account Management team will be happy to help.

Business Hours

CodeScene provides support during business hours:

  • Hours: 9:00 a.m. – 5:00 p.m. CET

  • Days: Monday to Friday

SLAs

To ensure your team receives timely and effective support, CodeScene follows a structured Service Level Agreement (SLA) policy:

 

In critical situations, we advise including your Account Executive in your support request to ensure it is promptly handled and escalated if necessary.

What Happens Following Ticket Submission

Once a support ticket is submitted, the CodeScene support team will:

  • Acknowledge the ticket and confirm receipt.

  • Diagnose the issue based on the information provided.

  • Update you regularly on progress.

  • Notify you if no service-related incident is found.

  • Close the ticket once the resolution is confirmed.

Note: Due to the varied nature of issues, specific resolution commitments are not guaranteed

Recommendations for Speedy Resolution

To help our support team diagnose and resolve your issue as quickly as possible, please include the following in your support request:

  • Clear reproduction steps: Describe the exact steps taken before the issue occurred.

  • Include any supporting details, such as logs, screenshots, or error messages, that help clarify the problem.

  • Impact and urgency: Explain how the issue affects your team or workflow and its priority level.