# Support & Feedback

## Community support

* Tabnine [FAQ](https://support.tabnine.com/hc/en-us)
* Read or create issues in our GitHub repos:
  * [Tabnine](https://github.com/codota/TabNine/issues)
  * [VS Code extension](https://github.com/codota/tabnine-vscode/issues)
  * [JetBrains plugin](https://github.com/codota/tabnine-intellij/issues)

## Official support

If you're experiencing an issue and can't find a solution in the FAQ or GitHub repos, you can open a support ticket by emailing <support@tabnine.com> with as much information as you can provide (describe the issue, add log files, screenshots/videos, etc.).

**Pro**

* Monday–Friday
* Expect a response within 3 business days

**Enterprise**

* Be sure to include the severity of the issue (e.g., urgent, high, normal, low) in the subject and body of the ticket (email).
* Our standard terms for availability and SLAs are listed below. Additionally, we also offer enterprise customers the option to have stronger terms for availability and SLAs. Please contact us if you need custom terms for availability and SLAs.

Enterprise Service

| Severity level for production systems only | Criteria                                                                                                                                                                                                                                                                            |
| ------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <p>Severity 1</p><p>(Urgent)</p>           | <p>Fatal:</p><ul><li>All or majority of Customer end users are unable to work with Tabnine.</li><li>Critical severity security-related issue.</li></ul><p><br></p>                                                                                                                  |
| <p>Severity 2</p><p>(High)</p><p><br></p>  | Severe Impact: Issue disabling major functions of the Software service from being performed. This condition exists when the Software service is partially inoperative but is still usable by the Customer or an essential part of the Software service is unusable due to a defect. |
| <p>Severity 3</p><p>(Normal)</p>           | Degraded Operations: The Customer's use of the Software service is somewhat compromised, but all essential parts can be used.                                                                                                                                                       |
| <p>Severity 4</p><p>(Low)</p>              | Minimal Impact: Includes all other Issues or other inquiries. This condition generally exists when the Software service is usable, and the problems consist of inconveniences, deviation from Documentation, or minor failures involving individual system components.              |

All categories above apply only to Issues within the control of Tabnine or its hosting partners.

Upon receipt of a service ticket and initially classifying the Severity of the reported issue, Tabnine shall use commercially reasonable efforts to promptly contact the Customer to confirm the Severity level of the Software service call and shall use commercially reasonable efforts to respond to the reported Issue and service calls according to the following schedule:

| Severity level                   | Initial Response time                    |
| -------------------------------- | ---------------------------------------- |
| Severity 1 (Urgent)              | 2 hours (8X5, CET, Monday-Friday)        |
| <p>Severity 2</p><p>(High)</p>   | 4 hours (8X5, CET, Monday-Friday)        |
| <p>Severity 3</p><p>(Normal)</p> | 12 hours (8X5, CET, Monday-Friday)       |
| <p>Severity 4</p><p>(Low)</p>    | 3 business days (8X5 CET, Monday-Friday) |

\\

***

## Feedback

Share your feedback by emailing <feedback@tabnine.com>.


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