Support & Escalation
We are here to help. Choose the right channel for your request so our team can respond quickly.
Contact Channels
- Email: support@coffeebreakai.dev Use for product questions, billing help, or incident reports.
- Emergency Hotline: Provided in your onboarding kit for critical production incidents. Connects you directly with the on-call engineer.
- GitHub Issues: Private repository tracker Report bugs or request features where the engineering team can triage them.
Support Hours & Targets
| Tier | Availability | Target Response | Escalation Coverage |
|---|---|---|---|
| Standard | Monday–Friday, 8:00–18:00 local workspace time | Initial reply within one business day | Email escalation monitored 24/7 for severity 1 incidents |
| Enterprise | 24/7 coverage with regional rotations | Initial triage in under 1 hour for severity 1 incidents | Hotline connects directly with the on-call engineer within 15 minutes |
All support requests receive a tracking ID and audit trail so your team can monitor progress.
Community & Social
- Discord: CoffeeBreakAI Community Chat with the team and other users in real time.
- Reddit: r/CoffeeBreakAI Share workflows, ask questions, and browse community tips.
- X: @CoffeeBreakAI1 Follow for product updates, launch news, and live event coverage.
Escalation Path
- Reply to the original ticket or email with any additional context or urgency.
- Email escalation@coffeebreakai.dev and reference your ticket number.
- If you are experiencing a production outage, call the CoffeeBreakAI operations hotline from your onboarding kit.
Escalations are monitored 24/7. Include task IDs, workspace names, and recent changes to speed up investigation.
Service Expectations
Every request is triaged by the support coordinator, who confirms priority, gathers missing details, and routes items to the right CoffeeBreak team. Critical incidents immediately engage the on-call engineer and issue command center updates in Slack or email, depending on your routing configuration.
Need to share logs or artifacts? Attach them to your email or include secure download links in your ticket.
Success Resources
- Compliance Packet: Download the latest policy & security summary
- Workspace Readiness: Use the onboarding checklist on your workspace home to confirm integrations and guardrails.
- Status Digest: Check status insights for blockers, SLAs, and recent launches.
Share these resources with stakeholders so everyone understands CoffeeBreakAI’s support commitments.
Install the CoffeeBreak CLI
Give operators a fast lane for diagnostics and automation. Download the CLI directly from support to resolve issues without waiting on email loops.
- Platform-specific installers with published checksums for security reviews.
- Bootstrap script and package manifest instructions for device management rollouts.
- Run
coffeebreak doctor runto capture diagnostics before escalating a ticket.
- 0.1.0 stablePublished Feb 21, 2026