How to contact Codesphere support?

For quick answers to common questions or guidance on specific features, we encourage you to first explore our:

• Knowledge Base: Packed with how-to articles, troubleshooting guides, and FAQs.

• Documentation (Docs): For in-depth technical information and API references.

If you can't find what you need, here’s how to get in touch with us:

For Enterprise customers:

If you are on an Enterprise plan, you have access to dedicated support channels designed for a rapid and comprehensive response:

• Pylon chat:

  • What it is: A dedicated, chat service for direct communication with the Codesphere Support.

  • Best for: Quick questions, urgent issues, and interactive troubleshooting.

  • How to access: Please refer to the access details provided during your Enterprise onboarding or contact your account manager.

• Dedicated Slack channel:

  • What it is: A private Slack channel connecting your team directly with Codesphere support representatives and potentially engineers.

  • Best for: Ongoing discussions, quick updates, collaborative problem-solving, and less formal inquiries.

  • How to access: Your dedicated Slack channel will be set up as part of your Enterprise agreement.

• Pylon customer portal (Report forms):

  • What it is: A secure portal for submitting detailed support tickets, bug reports, feature requests, or other formal inquiries via structured forms. This portal allows for tracking the progress of your requests.

  • Best for: Complex issues requiring detailed explanations, formal bug reporting, feature requests, and tracking ticket history.

  • How to access: You will receive login credentials and access instructions for the Pylon Customer Portal as an Enterprise customer.

• Support email:

  • What it is: Direct email access to our enterprise support queue.

  • Best for: Formal communication, issues requiring extensive attachments, or when other channels are not preferred.

  • Email Address: Please use the dedicated enterprise support email address provided in your service agreement or by your account manager support@codesphere.com .

For Cloud customers:

If you are using our standard cloud plans, these are the primary ways to contact support:

• Support email:

  • What it is: The main email channel for reaching our support team.

  • Best for: Technical issues, billing questions, account inquiries, or general assistance.

  • Email Address: Please send your inquiries to support@codesphere.com.

• Report forms (via Website/Codesphere Dashboard):

  • What it is: Online forms for submitting structured support requests or reporting bugs.

  • Best for: Detailing technical problems or bugs when email is less convenient, allowing for specific information to be captured.

  • How to access: Look for a "Support," "Contact Us," or "Report an Issue" link on the Codesphere website or within your Codesphere dashboard.

Information to Include in Your Support Request:

To help us resolve your issue as quickly and efficiently as possible, please include the following information when contacting support:

• Clear Subject Line (for emails): Briefly summarize the issue.

• Your Codesphere Account Email: The email associated with your account.

• Workspace ID / Project Name: Specify the relevant workspace or project if the issue is specific to one.

• Detailed Description: Clearly explain the problem you're experiencing or the question you have.

• Steps to Reproduce: If you're reporting a bug, provide clear, step-by-step instructions on how to reproduce the issue.

• Error Messages: Include the exact text of any error messages you've encountered. Screenshots are very helpful.

• Screenshots or Screen Recordings: Visual aids can significantly help us understand the issue.

• Recent Changes: Let us know if the issue started after a specific change you made (e.g., a code deployment, configuration change).

• Impact: Briefly explain how the issue is affecting your work or application (e.g., "Cannot deploy application," "Users unable to log in").

Support Hours & Response Times:

Our support team strives to respond to inquiries as quickly as possible.

• Cloud Customers: Standard support hours are typically during business days. Response times may vary based on the volume of requests and the complexity of the issue.

• Enterprise Customers: Your Service Level Agreement (SLA) will outline specific support hours, target response times, and availability.

We are dedicated to ensuring you have a smooth experience with Codesphere. Please don't hesitate to reach out through the appropriate channel if you need assistance.