Technical support, sales inquiries, and platform walkthroughs — find the right channel for your needs. Response times scaled to your plan tier.
Built for Scale
Codex support is engineered with the same rigor as the platform itself. Every support request routes through a tiered triage system that matches issue severity to response time commitments. Enterprise customers receive a dedicated support engineer who knows their stack. No chatbots, no ticket-limbo — real engineers responding to real issues.
Codex provides email support, an in-app help panel, and a community forum — choose the channel that fits your issue and urgency level.
For technical issues, email support@codex.gr.com with a description of the problem, relevant logs or screenshots, and your account email. The support queue triages incoming requests by severity — critical issues (platform unavailable, data loss, security incidents) are flagged for immediate response regardless of plan tier. Non-critical issues are queued based on plan priority. Every support email receives an automated acknowledgment within five minutes confirming receipt and providing a ticket reference number.
The in-app help panel, accessible from the dashboard and CLI via codex help, provides context-aware documentation search, a link to open a support ticket pre-populated with your account and environment details, and real-time system status information. The help panel also surfaces relevant troubleshooting articles based on the page or command you are currently using, reducing the time spent diagnosing common issues.
The community forum is the recommended first stop for configuration questions, integration advice, and workflow discussions. Codex engineers participate in the forum daily, and many issues are resolved through peer discussion without requiring a formal support ticket. The forum is public and searchable — many answers already exist in archived threads. For issues involving sensitive account information or private repository details, switch to email support rather than posting in the public forum.
Enterprise pricing is customized to your team size and feature requirements — reach the sales team at sales@codex.gr.com or by phone at +1 (415) 555-0187.
The sales team responds to all inquiries within one business day. An initial 30-minute call covers your team's size, tech stack, security requirements, and deployment preferences. Based on that conversation, the team prepares a customized proposal including pricing, deployment timeline, and a recommended onboarding plan. Enterprise evaluations typically include a two-week pilot with a dedicated solutions engineer who configures the platform for your environment, trains your team, and collects feedback for the final proposal.
For organizations that prefer to self-serve, the pricing plans page lists feature matrices and published pricing for Starter and Professional tiers. Enterprise plan details — including on-premise deployment pricing, SLA customization, and volume discounts — are provided during the sales conversation since they depend on team-specific variables. Phone inquiries are handled during Pacific business hours (6am–6pm); email inquiries receive acknowledgment at any hour with follow-up during the next business day.
Codex operates engineering hubs in San Francisco (headquarters), Berlin, and Tokyo, with business operations centralized in San Francisco.
The San Francisco office at 350 Rhode Island Street, Suite 400, serves as the company headquarters and the primary hub for leadership, product management, go-to-market, and customer support. This is the office to reference for all business correspondence, legal notices, and general inquiries. The Berlin engineering hub focuses on CLI development, developer tool integrations, and European customer support during European business hours. The Tokyo hub, opened in late 2025, leads Asia-Pacific customer engagement and contributes to language ecosystem support for the region.
While the engineering team is distributed across time zones, support coverage is structured around Pacific Time as the reference timezone. Standard support hours are Monday through Friday, 6am to 6pm Pacific. Enterprise customers with 24/7 support agreements have access to a follow-the-sun support model that routes critical issues to whichever engineering hub is in its business day. In-person visits to any office require scheduling at least one week in advance through your account representative or the general contact email.
Response times scale with plan tier — from community support on Starter to a one-hour critical-issue SLA on Enterprise.
Codex classifies support issues into four severity levels. Severity 1 (Critical) means the platform is unavailable, data has been lost, or a security incident is in progress — these bypass the normal queue and page the on-call engineer immediately, regardless of the reporter's plan tier. Severity 2 (High) means a core feature is non-functional but workarounds exist. Severity 3 (Medium) means a non-core feature is degraded or a configuration question blocks progress. Severity 4 (Low) covers cosmetic issues, documentation errors, and feature requests.
Professional plan subscribers receive a guaranteed four-hour first response for Severity 2 issues during business hours, with a target resolution within 24 hours. Enterprise subscribers receive a one-hour first response for Severity 2, 30 minutes for Severity 1, and 24/7 coverage. All plan tiers receive the same escalation path — if a support engineer cannot resolve an issue, it escalates to the relevant platform engineering team with the full context of the investigation so far. The person who eventually ships the fix is often the person who designed the affected subsystem.
Compare support features across Codex plans — from community forum access on Starter to dedicated engineering support on Enterprise.
| Support Feature | Starter | Professional | Enterprise |
|---|---|---|---|
| Community forum access | Included | Included | Included |
| Email support | Best-effort | 4-hr first response (business hours) | 1-hr first response (24/7) |
| In-app help panel | Included | Included | Included |
| Phone support | Not available | Business hours | 24/7 |
| Dedicated support engineer | Not available | Not available | Included |
| Dedicated account manager | Not available | Not available | Included |
| Private Slack channel | Not available | Not available | Included |
| Onboarding & training | Self-serve docs | Group webinar | Dedicated sessions |
| Critical issue SLA (Sev 1) | Best-effort | 2-hr response | 30-min response |
| Quarterly business review | Not available | Not available | Included |
Support is available by email at support@codex.gr.com and through the in-app help panel. Response times vary by plan: Professional guarantees 4-hour first response during business hours.
Email is the primary support channel for all plan tiers. When submitting a support request, include your account email, a description of the issue, steps to reproduce, and any relevant logs, screenshots, or error messages. The more context you provide, the faster the triage process. The in-app help panel (accessible from the dashboard and via codex help) includes a support ticket form that automatically attaches your account ID, current project context, and environment details — use this route when possible to reduce the back-and-forth information gathering. Community forum posts are not monitored for urgent issues; for anything time-sensitive, use email or the help panel.
Email sales@codex.gr.com or call +1 (415) 555-0187 to speak with an Enterprise account representative. Response within one business day.
The sales inquiry process is designed to produce an accurate, customized quote within two business days of the initial conversation. Prepare the following information before reaching out: approximate team size (number of developers who would use Codex), primary programming languages and frameworks in use, any security or compliance requirements (SOC 2, GDPR, on-premise deployment), and your preferred deployment timeline. This information allows the sales team to tailor the proposal — including pricing, deployment architecture, and onboarding plan — without multiple rounds of discovery. Organizations evaluating multiple AI development tools can request a comparison-focused conversation covering how Codex differs from alternatives in areas like project-level context awareness, CI/CD integration depth, and security architecture.
Codex has engineering hubs in San Francisco (HQ), Berlin, and Tokyo. The San Francisco office handles all business and support operations.
The San Francisco headquarters is located at 350 Rhode Island Street, Suite 400, San Francisco, CA 94103. This office houses the leadership team, product management, go-to-market, and the primary support operations center. The Berlin engineering hub at Friedrichstrasse 123 focuses on CLI and developer tool development, serving as the base for European engineering talent. The Tokyo hub in the Shibuya district opened in October 2025 and leads Asia-Pacific operations. All business correspondence, including legal notices, invoices, and general inquiries, should be directed to the San Francisco office. In-person visits require advance scheduling — contact your account representative or email the general inquiry address at least one week prior.
Standard support operates 6am–6pm Pacific, Monday through Friday. Enterprise plans include 24/7 support with a one-hour critical-issue response SLA.
Standard support hours cover the Pacific Time business day with margin on both ends to accommodate East Coast and early Asia-Pacific time zones. Support requests submitted outside business hours are queued and handled at the start of the next business day, except for Severity 1 critical issues which bypass the queue and page the on-call engineer at any hour regardless of the reporter's plan tier. Enterprise customers with 24/7 support agreements receive coverage through a follow-the-sun model: the San Francisco team handles Pacific hours, Berlin covers European hours, and Tokyo covers Asia-Pacific hours, providing continuous coverage with no single team carrying the overnight burden. Weekend coverage for Enterprise follows the same model with an on-call rotation.
Enterprise plan customers receive a dedicated account manager and support engineer. Professional plans have access to a shared priority support queue.
Enterprise accounts are assigned two dedicated contacts: an account manager who handles commercial relationship management, quarterly business reviews, and roadmap alignment, and a support engineer who becomes familiar with your team's tech stack, configuration, and common workflows. The support engineer is your first escalation point — when you submit a ticket, it routes to them directly rather than entering the general queue. This dedicated model means the person responding to your issue already knows your environment, reducing the diagnostic phase significantly. Professional plan subscribers access a shared priority queue that places their tickets ahead of Starter plan requests but does not include named contacts. All plan tiers can request an account review or discuss their support experience by emailing the support management team.
Whether you need technical support, an Enterprise quote, or just want to see the platform in action — we are here to help.
Download Codex FreeCompare Starter, Professional, and Enterprise tiers with full feature matrices.
Review certifications, encryption standards, and data handling practices.
Learn about our founding, mission, and engineering philosophy.
Access documentation, tutorials, API guides, and the community forum.
Troubleshoot account access, SSO setup, and 2FA recovery.
Meet Dr. Marcus Chen and the technical vision behind the platform.
Whether you need to contact the Codex team for technical support, explore pricing plans for your organization, or schedule a personalized walkthrough of the AI code generation and automated review features, the channels described on this page provide direct access to the right people. Before reaching out, check the developer resource hub — many common questions about CLI installation, IDE plugin setup, and API integration are already answered in the documentation and community forum archives.
For organizations evaluating Codex against security and compliance requirements, the security documentation covers SOC 2 certification, encryption standards, and penetration testing results — frequently requested during vendor assessments. Companies new to the platform can start by reading about the Codex platform and the lead engineering team's approach to understand the technical philosophy behind the product. Account access issues such as password reset and SSO configuration are covered in the sign-in help guide, which may resolve your issue without requiring a support ticket.