Overview

The CodeRabbit Support team takes pride in helping you get the most out of CodeRabbit. We are committed to providing high-quality support to every customer, and we expect every customer interaction to be professional and grounded in mutual respect.

This article illustrates our policies around professional and mutually respectful interactions. The policies cover aggressive or abusive behavior toward our Support team, how our agents are empowered to respond, and what you can expect from CodeRabbit. The policies apply to all CodeRabbit Support channels, including email, live chat, in-app messaging, ticketing portals, video calls, social media, and any other forum where you communicate with a CodeRabbit representative.

Why this policy exists

Issues with a critical tool can be frustrating, especially when they block a release or impact a deadline. We understand that. We train every team member meet that frustration with patience and to offer a clear plan to help.

What we cannot accept is aggressive or abusive conduct. What we will never tolerate is any behavior that targets our people personally. CodeRabbit Support is staffed by real humans, and protecting their wellbeing is a non-negotiable part of how we run our business. A respectful tone also leads to faster, better outcomes for you — it lets our team focus on solving your problem rather than navigating the conversation itself.

What we consider unacceptable

The following behaviors are not acceptable on any support channel:

• Profanity, slurs, or other language used to insult, demean, or intimidate a member of our team.

• Discrimination or harassment based on race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, or any other characteristic.

• Threats of violence, harm, or retaliation against employees, contractors, or their families.

• Threats made against the company that are intended to coerce a specific outcome — for example, threatening public defamation, fraudulent chargebacks, or coordinated review bombing to extract concessions outside our normal policies.

• Sexual harassment or sexually explicit content.

• Personal attacks, name-calling, or hostility, whether written, verbal, or implied.

• Doxxing, stalking, or attempts to contact CodeRabbit employees through personal channels (personal email, social media DMs, personal phone numbers) about support matters.

• Deliberately deceptive behavior intended to mislead Support, such as impersonating another customer, falsifying account ownership, or knowingly submitting fabricated information.

Strong language about a bug, a feature, or a billing decision is not the same as abuse. You are welcome to tell us when something is broken, slow, unclear, or simply wrong — that feedback is how we improve. The line we draw is around conduct that is abusive, aggressive, or targets a person rather than a problem.

What you can expect from CodeRabbit

We hold our own team to the same standard we ask of you. Every member of CodeRabbit Support is expected to:

• Treat you with courtesy and professionalism, even in difficult conversations.

• Listen carefully, acknowledge the impact of the issue, and be transparent about what we can and cannot do.

• Provide clear timelines, follow through on commitments, and escalate when appropriate.

• Never respond to frustration with personal attacks, sarcasm, or dismissiveness.

If you ever feel a CodeRabbit team member has fallen short of this standard, please let us know using the feedback options at the end of this article. We take those reports seriously.

How CodeRabbit Support responds to unacceptable behavior

When an interaction crosses into the behavior described above, our agents are trained and authorized to take appropriate measures. Those measures may include:

• A clear, respectful warning. The agent will name the behavior, explain that it falls outside this policy, and ask that the conversation continue on respectful terms. In many cases, this is the end of the matter and the ticket continues normally.

• Pausing or ending the interaction. The agent may pause the conversation or end the interaction entirely. If the ticket is closed, you will need to contact CodeRabbit Support again in a respectful manner to get help.

• Reassignment or channel changes. We may move the conversation to a different agent, escalate to a manager, or restrict the channels available for a given account (for example, moving from in-app messaging to email only).

• Account-level restrictions. Repeated or severe violations may lead to restrictions on which CodeRabbit Support services are available to your account, including access to Support services.

• Termination of service. In severe cases, CodeRabbit reserves the right to terminate your subscription and end the business relationship in accordance with our Terms of Service. Where legally required, we may also report threats or other unlawful conduct to the appropriate authorities.

Tips for getting the fastest, best support

A few techniques consistently lead to quicker, more useful resolutions:

• Lead with the problem. A short description of what you were trying to do, what happened instead, and any error messages or PR/repository links gives us the most to work with.

• Share reproduction details. Even a single example PR, log snippet, or screenshot dramatically speeds up triage.

• Tell us the impact. If something is blocking a release or affecting your team broadly, say so — it helps us prioritize correctly.

• Ask for an escalation if you need one. If you feel a ticket is not moving, you can ask any agent to involve a manager. We would rather you ask than stay frustrated.

Reporting a concern about a CodeRabbit team member

If you believe a CodeRabbit employee or contractor has behaved unprofessionally, you can:

• Reply to your support ticket and ask that it be escalated to a manager.

• Send a new email to support@coderabbit.ai with a description of what happened and any ticket references.

• Provide your feedback in the survey sent after a ticket is closed.

We will acknowledge your report, investigate, and follow up with you on the outcome to the extent that privacy laws and our internal policies allow.

Closing note

The overwhelming majority of conversations we have with our customers are productive and kind. These policies exist for the rare cases where something goes terribly wrong. Thank you for helping us keep CodeRabbit a place where both customers and our team can do their best work.