Support
Coline offers multiple support channels to help you get the most out of the platform. Whether you have a quick question or need help with a complex issue, we are here to help.
Support channels
| Channel | Availability | Best for |
|---|---|---|
| Email support | 24/7 for all users | General questions, bug reports, feature requests |
| Priority support | Pro and Team plans | Faster response times, complex issues |
| Video chat support | Pro and Team plans | Walkthroughs, onboarding, technical setup |
| Dedicated support | Enterprise plans | Custom SLAs, dedicated account manager |
Contact support
Email: Send an email to support@coline.app with your question or issue.
In-app: Click the help icon in the bottom corner of Coline to open the support panel. You can search help articles or start a conversation with our team.
Before opening a support request
To help us resolve your issue faster, please include:
- Account information: Your email address and workspace name
- Environment details: Browser, operating system, and Coline app version (found in Settings > About)
- Issue description: What you expected to happen vs. what actually happened
- Steps to reproduce: The exact steps that lead to the issue
- Screenshots or recordings: Visual evidence of the problem
- Error messages: Any error text you see, copied exactly
Priority levels
When reporting an issue, indicate the severity to help us prioritize:
| Priority | Description | Example |
|---|---|---|
| Critical | Service is down or unusable for all users | Cannot log in, data loss |
| High | Major feature is broken, no workaround | Calendar sync completely stopped |
| Medium | Feature is impaired but workaround exists | Slow performance, UI glitch |
| Low | Minor issue or enhancement request | Cosmetic issue, feature suggestion |
Response times
Response times vary by plan and priority:
| Plan | First response |
|---|---|
| Free trial | Within 48 hours |
| Pro | Within 24 hours |
| Team | Within 12 hours |
| Enterprise | Custom SLA (typically within 4 hours) |
Critical issues receive expedited handling regardless of plan.
Self-service resources
Before contacting support, check these resources:
- FAQ: Answers to common questions
- Documentation: Guides for all Coline features
- Getting Started: Initial setup and onboarding
- Status page: Check for known outages at status.coline.app
Reporting bugs
When reporting a bug:
- Search existing issues to avoid duplicates
- Provide detailed reproduction steps
- Include browser console logs if applicable (right-click > Inspect > Console)
- Note if the issue is intermittent or consistent
- Mention any recent changes to your account or integrations
Feature requests
We welcome feature suggestions:
- Describe the problem you are trying to solve
- Explain your ideal solution
- Share any workarounds you currently use
- Note how many users or team members would benefit
Feature requests are reviewed by our product team and prioritized based on impact and alignment with our roadmap.
Enterprise support
Enterprise customers receive:
- Dedicated account manager
- Custom SLAs with guaranteed response times
- Private Slack or Teams channel for direct access
- Quarterly business reviews
- Early access to new features
- Custom onboarding and training sessions
Contact sales@coline.app to discuss enterprise support options.
Security issues
If you discover a security vulnerability:
- Do not disclose it publicly
- Email security@coline.app with details
- Include steps to reproduce and potential impact
- We will acknowledge receipt within 24 hours
We appreciate responsible disclosure and may offer recognition for significant findings.
Tips
- Check the FAQ first for instant answers to common questions.
- Include screenshots when reporting visual issues.
- Use clear subject lines like "Calendar sync error after connecting Google" rather than "Help needed".
- Reply to existing threads rather than starting new ones for ongoing issues.
- Be specific about timing when issues are intermittent.