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Support ​

This chapter describes the support channels and service approach provided by the Site URL, for both individual customers and group/enterprise customers.

For the full list of contact information, see the “Contact” section in the “Overview” chapter. This chapter does not repeat specific account identifiers.

Service commitment ​

  • 24/7 support availability, with best-effort fast response.
  • Priority handling for core incidents or urgent issues that impact business.
  • Enhanced communication and collaboration mechanisms for enterprise customers (for example, dedicated support groups and regular check-ins).

Support channels for individual customers ​

If you encounter issues such as request failures, configuration problems, or top-up questions, contact support through the channels listed in the “Contact” section:

You can use support to:

  • Ask technical questions (for example, how to configure the Site URL in a specific tool).
  • Report errors or abnormal behavior.
  • Ask about top-up methods, promotions, and billing explanations.

Support channels for group / enterprise customers ​

For group or enterprise customers, the Site URL provides a more tailored support approach:

  1. Top-up and settlement communication

    • Contact: see the Support Email in the “Contact” section of the “Overview” chapter.
    • Suitable for:
      • enterprise top-up and enablement plans;
      • contracts, invoices, and settlement discussions;
      • pricing and discounts for bulk or long-term usage.

  2. VIP dedicated support group

    • Enterprise customers may be invited to a dedicated support group set up by sales.
    • In the group you can receive:
      • faster technical support and incident response;
      • early notifications of product updates and changes;
      • best-practice guidance for enterprise scenarios.

To improve resolution speed, when contacting support, provide:

  • A clear problem description (including time of occurrence and business impact).
  • The tool name (Codex, Claude Code CLI, OpenClaw, etc.).
  • Relevant screenshots (console configuration, error messages), with sensitive information redacted.
  • For billing or top-up questions, include order identifiers or timestamps when available.

Choose the channel that best fits your case. The Site URL aims to keep your experience stable and smooth.