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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.

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.

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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.

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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.

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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.

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4. Escalation

If your issue requires immediate engineering attention, please include [URGENT] in your email subject line.