Scope of Support

Last updated: July 10, 2026

Coder Technologies Technical Support Services and Policies

1. Accessing Support

Coder Technologies offers technical support to assist customers in effectively utilizing our software solutions. Support can be accessed through the following methods:

  • Support Portal: Customers with active support contracts can submit support requests via our Support Portal. https://help.coder.com

  • Email Support: For low-severity questions, customers with active support contracts may reach us at support@coder.com.

2. Submitting a Support Request

To facilitate efficient resolution, please provide comprehensive details when submitting a support request, including as much detail as possible:

  • Environment Information: Operating system version, Coder version, platform details, cloud provider(s), and items that directly relate to the problem at hand, i.e. issue related to network (sample HAR files, LB/SG status), issue related to PVC (include details on Storage Class, NFS, EFS etc).

  • Diagnostic Information: Operational logs, audit logs, Support Bundle, configuration files, etc.

Note: Insufficient information may delay the troubleshooting process.

3. Support Services

Coder Technologies is committed to assisting customers with:

  • Break/Fix Troubleshooting: Addressing errors or failures encountered during installation or usage.

  • Defect Identification: Identifying and documenting software defects, and providing workaround solutions.

  • Product Usage Guidance: Addressing specific questions related to the installation and maintenance of our software.

  • Third-Party Software Interaction: Providing guidance for interactions between Coder products and third-party software included with our products.
    Note: Support does not extend to third-party software not included with our products.

4. Extended Support Releases (ESR)

Coder Technologies provides Extended Support releases for certain commercial products. ESR versions enable customers to remain on a supported major version for an extended period, during which critical fixes and security patches are backported.

5. End-of-Life (EOL) Policy

At any point in time, a particular Coder version may become EOL or 'Out of Support'. At this point, the Support Team may be able to assist with workarounds but this will be done at a lower priority as fixes/hot-fixes will not be made available for EOL versions.

6. Severity Levels and Response Times

Support requests are categorized based on severity levels:

  • Urgent (Site Down): Coder is preventing the execution of critical business activities. No Coder server will start or will allow any activity.

  • High (Site at Risk): Coder is significantly impairing high level commerce or business activities.

  • Medium (Performance/Functionality Degraded): Coder is degrading service or functionality for normal business or commerce activities.

  • Low (General Assistance): Questions regarding configurations/"how to". Troubleshooting non-critical issue or requests for product functionality that is not currently part of the current product feature set.

7. Support Hours

Standard support hours are Monday through Friday, 9:00 AM to 5:00 PM (US Central time), excluding holidays. Extended support hours are available for customers with premium support contracts.

8. Support Limitations

Coder Technologies' support services do not include:

  • Custom Code Development: Assistance with developing custom code or third-party integrations not included with our products.

  • Training Services: Formal training sessions or educational services.

  • Unsupported Configurations: Issues arising from unsupported hardware, operating systems, or configurations.

For more detailed information, please refer to our official support documentation or contact our support team.