To ensure your team receives timely and effective support, CodeScene follows a structured Service Level Agreement (SLA) policy. Below is an overview of what you can expect when submitting a support ticket.
In critical situations, we advise including your Account Executive in your support request to ensure it is promptly handled and escalated if necessary.
Business Hours
CodeScene provides support during business hours:
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Hours: 9:00 a.m. – 5:00 p.m. CET
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Days: Monday to Friday
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Channel: CodeScene Support Hub
Severity Levels and Response Times
| Severity | Definition | First Response Time |
|---|---|---|
| High | An issue is high priority when customers can't access the service or a critical part, affecting all users. CodeScene will prioritize resolution until full service is restored. | 1 hour |
| Medium | An issue is classified as Medium when it prevents the customer from using a key portion of the service, causing significant operational impact, and no workaround is available. | 2 hours |
| Low |
Certain aspects of the service fall below expected standards, resulting in a degraded experience. |
4 hours |
What Happens After a Ticket Is Submitted?
Once a support ticket is submitted, the CodeScene support team will:
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Acknowledge the ticket and confirm receipt.
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Diagnose the issue based on the information provided.
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Update you regularly on progress.
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Notify you if no service-related incident is found.
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Close the ticket once the resolution is confirmed.
Note: Due to the varied nature of issues, specific resolution commitments are not guaranteed.
Guidelines for Efficient Issue Resolution
To help our support team diagnose and resolve your issue as quickly as possible, please include the following in your support request:
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Clear reproduction steps: Describe the exact steps taken before the issue occurred.
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Include any supporting details, such as logs, screenshots, or error messages, that help clarify the problem.
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Impact and urgency: Explain how the issue affects your team or workflow and its priority level.