Support · sales · security

A person reads it, not a triage queue.

Support requests are answered within 24 hours by a core developer or a certified enterprise support agent. Sales questions go to someone who can answer a technical one.

Who to write to Direct addresses

Sales sales@rhodecode.com Evaluating Enterprise, pricing, procurement paperwork.

Support support@rhodecode.com Existing customers, on any edition.

Security security@rhodecode.com Vulnerability disclosure. Acknowledged within 24 hours.

General marketing@rhodecode.com Press, partnerships and everything else.

01 Support

What support you get, by edition

Stated as a response target rather than an availability percentage, because a response target is the thing you can hold us to.

01.1 Community Best effort · free Forum and issue tracker, answered by the developers and the community on a best-effort basis. Free, and available to every Community Edition user.

01.2 Dedicated enterprise support 24 h · bundled with EE Bundled with every Enterprise licence. A private support portal, answered within 24 hours by a core developer or a certified agent.

01.3 Professional services Quoted per engagement Training, deployment architecture, custom integrations, administrator certification and Subversion-to-Git migration run by the people who built the dual-VCS support.

02 Path

What happens to a ticket

Four steps, and none of them is a scripted first-line triage tier.

02.1 You file

A ticket with your version, configuration and logs — no scripted first-line triage in the way.

02.2 A core developer reads it

Answered within 24 hours by one of our core developers or a certified enterprise support agent.

02.3 We reproduce it

Against your topology — VCS mix, auth backend, cluster layout — because self-hosted failures are specific.

02.4 It ships

A fix lands in a release, and the workaround reaches you before that release does.

03 Docs

Before you write to anyone

Most questions are answered in the documentation, which is public and does not need a login.

01 Install and upgrade RCstack installation, container topology, database setup and version upgrades. 02 Authentication LDAP, Active Directory, SAML 2.0, CAS, OAuth, token auth and 2FA enrolment. 03 Permissions Inheritance, explicit denies, user groups, IP restrictions and reviewer rules. 04 REST API Full API reference plus event hooks and server-side extension points.

Everything else at docs.rhodecode.com.

04 Offices

Where we are

Europe Engineering · support

RhodeCode GmbH Kurfürstendamm 19510707 BerlinGermanyVAT ID: DE287135098

North America Commercial

RhodeCode, Inc. 830 Menlo Avenue — Suite 100Menlo Park, California 94025United States