Human Support is available as standard to customers with over 100 active authors. Instructions for submitting tickets can be found in your welcome email. If you cannot find it, please contact customersuccess@codescene.com.

Trial customers are welcome to reach out to sales@codescene.com during their trial period where a member of the Account Management team will do their best to ensure you have a successful experience.

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.