Support Policy
How to get help
Section titled “How to get help”There is a single support channel for all tiers:
- Email: support@codexx-dtdk.com
Use the same address whether you are on Community, Professional, or Team. Your licence determines priority and response time, not which channel you use or the quality of the answer.
Before emailing, check the documentation and the Diagnostic Codes reference — most E1xx errors are explained there with a fix. A self-served answer is the fastest answer.
What to include in a report
Section titled “What to include in a report”CodeXX DTDK runs entirely on your machine. We cannot see your code, your environment, or what went wrong unless you tell us. A report that includes the following gets resolved in one round-trip instead of five:
- Version — output of
codegen --version(or the affected tool’s--version). - Operating system and architecture.
- What you ran — the exact command line.
- What happened — the full error output, including any
E1xxcode. - What you expected instead.
- A minimal repro if you can — the smallest input that triggers it.
Only send what you are comfortable sharing. Redact anything proprietary — a repro that reproduces the bug is worth more than a real-but-secret one. See Privacy below.
Response targets
Section titled “Response targets”Targets are measured in business days, Central European Time. They are response/triage targets — an acknowledgement and a path forward — not resolution guarantees. A fix may take longer depending on complexity.
Best effort. Community reports are answered when time allows and are deprioritised behind paid tiers. The full documentation and the Diagnostic Codes reference are your first port of call.
No guaranteed response time.
Best-effort priority. Email is triaged ahead of Community. Target first response: within 2 business days.
Priority support. Bug reports from Team customers are triaged within 1 business day, ahead of all other mail. Include your licence key or organisation name so your mail is routed to the priority queue automatically.
Need a contractual SLA, a named contact, or air-gapped / on-prem support assurances? Bespoke arrangements are available on top of Team — email support@codexx-dtdk.com with your requirements.
Comparison
Section titled “Comparison”| Community | Professional | Team | |
|---|---|---|---|
| Channel | |||
| First-response target | Best effort | 2 business days | 1 business day |
| Priority queue | — | ✓ | ✓ (highest) |
| Custom SLA available | — | — | on request |
In scope — we will help with:
- Installation, activation, and licensing issues.
- Bugs, crashes, and incorrect output in CodeXX DTDK tools.
- Diagnostic (
E1xx) codes and how to resolve them. - Documented features behaving differently than documented.
- Reasonable “how do I do X” guidance for documented functionality.
Out of scope — we cannot take on:
- Writing your rules, transforms, or build configuration for you (though we will point you at the right docs and examples).
- Debugging your application’s own C++ code.
- Third-party tools, compilers, or build systems, except where they integrate directly with CodeXX DTDK.
- Features on tiers you do not hold — see Tiers & Pricing.
Privacy
Section titled “Privacy”CodeXX DTDK makes no outbound network requests during execution. Support does not change that:
- We never have access to your code, AST, or environment unless you attach it to an email.
- We only use what you send to reproduce and fix the specific issue you reported.
- We never ask for your source tree wholesale — a minimal repro is always sufficient and always preferred.
Reporting a security issue
Section titled “Reporting a security issue”Do not open a public report for security vulnerabilities. Email support@codexx-dtdk.com with SECURITY in the subject line and we will coordinate a private fix and disclosure. This applies to every tier, including Community.