CODITECT Pilot Support Guide
Version: 1.0.0 Target Audience: Pilot participants Last Updated: January 11, 2026
Getting Help
As a pilot participant, you have access to dedicated support channels. This guide helps you get the fastest resolution for any issues.
Support Channels
1. Self-Service (Fastest)
| Resource | URL | Best For |
|---|---|---|
| Documentation | docs.coditect.ai | How-to guides, features |
| FAQ | PILOT-FAQ.md | Common questions |
| Status Page | status.coditect.ai | Service outages |
2. Email Support
Email: 1@az1.ai
Response Time: Within 24 hours (business days)
When to Use:
- Account issues
- Billing questions
- Bug reports
- Feature requests
- General inquiries
3. Pilot Slack/Discord (Coming Soon)
Direct access to the CODITECT team for quick questions and community discussions.
How to Report Issues
Include This Information
When reporting an issue, include:
- What you were trying to do (your goal)
- What happened (actual behavior)
- What you expected (expected behavior)
- Steps to reproduce (how to trigger the issue)
- Screenshots/logs (if applicable)
Bug Report Template
Subject: [BUG] Brief description
## Summary
What went wrong?
## Steps to Reproduce
1.
2.
3.
## Expected Behavior
What should happen?
## Actual Behavior
What actually happened?
## Environment
- Browser: Chrome 120
- Workstation Type: Standard
- Date/Time: Jan 11, 2026 3:00 PM PST
## Screenshots/Logs
(Attach if applicable)
Common Issues & Quick Fixes
Account & Login
| Issue | Quick Fix |
|---|---|
| Can't log in | Check email for verification link |
| 2FA not working | Sync device time, use backup code |
| Password reset | Use "Forgot Password" link |
| Account locked | Wait 15 minutes or contact support |
Workstation Access
| Issue | Quick Fix |
|---|---|
| Workstation not loading | Clear browser cache, try incognito |
| "Workstation not found" | Check if provisioning is complete (2-5 min) |
| Connection dropped | Refresh browser, check internet |
| Slow performance | Close unused browser tabs |
Claude Code
| Issue | Quick Fix |
|---|---|
claude command not found | Run source ~/.bashrc |
| API errors | Check status.coditect.ai for outages |
| Slow responses | Large context, try /clear |
| Permission errors | Check file permissions in workspace |
License & Billing
| Issue | Quick Fix |
|---|---|
| License not showing | Log out and back in |
| Wrong plan displayed | Contact 1@az1.ai |
| Payment failed | Update payment method in Stripe |
| Need more seats | Contact support for upgrade |
Severity Levels
We prioritize issues based on severity:
| Level | Definition | Response Time |
|---|---|---|
| Critical | Service unavailable, data loss | < 4 hours |
| High | Major feature broken | < 24 hours |
| Medium | Feature degraded, workaround exists | < 48 hours |
| Low | Minor issue, enhancement request | < 1 week |
Critical Issues
Call or email immediately if:
- Complete service outage
- Security concern
- Data loss or corruption
- Payment system issues
Emergency Email: urgent@coditect.ai (monitored 24/7)
Feedback vs. Support
Support Requests
- Something is broken
- Can't access a feature
- Need help using a feature
- Billing/account issues
Send to: 1@az1.ai
Feedback & Suggestions
- Feature requests
- Improvement ideas
- General comments
- Pilot program feedback
Send to: feedback@coditect.ai
Escalation Path
If your issue isn't resolved:
- First Contact: 1@az1.ai (24h response)
- Escalation: Reply to ticket with "ESCALATE" in subject
- Urgent: urgent@coditect.ai for critical issues
- Executive: Contact your pilot program coordinator
Support Hours
| Region | Hours (Local Time) |
|---|---|
| Americas | 9 AM - 6 PM PST |
| Europe | 9 AM - 6 PM CET |
| Asia-Pacific | 9 AM - 6 PM JST |
Note: Critical issues monitored 24/7
Helpful Commands
When troubleshooting, these commands provide useful diagnostic info:
# System info
uname -a
# CODITECT version
cat /opt/coditect/version.txt
# Claude Code version
claude --version
# Available disk space
df -h
# Memory usage
free -h
# Recent logs
journalctl -n 50
Stay Updated
- Status Page: status.coditect.ai
- Documentation: docs.coditect.ai
- Release Notes: docs.coditect.ai/changelog
Quick Reference Card
+------------------------------------------+
| CODITECT PILOT SUPPORT |
+------------------------------------------+
| Documentation: docs.coditect.ai |
| Support Email: 1@az1.ai |
| Urgent Issues: urgent@coditect.ai |
| Feedback: feedback@coditect.ai |
| Status: status.coditect.ai |
+------------------------------------------+
| Response Times: |
| Critical: <4h | High: <24h | Medium: <48h|
+------------------------------------------+
We're here to help make your pilot experience successful!
Last Updated: January 11, 2026