Overview
This page outlines standard response and resolution time expectations for Coinbase Token Manager support so you can plan ahead for launches, payouts, and operational deadlines.
Support hours:
Regular business hours: 9:00 a.m. to 5:00 p.m. Pacific Time, Monday through Friday (excluding major holidays).
Inquiries received outside these hours will be handled on the next business day, with response and resolution targets measured in business days.
All support inquiries should be routed through the central support email:
Using this channel helps the team track, triage, and prioritize your requests consistently.
Response time targets
Critical bug reports or support issues
Examples:
Severe production outages
Inability to publish or pay out grants across the board
Security‑sensitive defects impacting multiple stakeholders
Target:
Initial acknowledgment within 24 hours (1 business day)
Investigation begins as soon as reasonably possible after acknowledgment
Non‑critical issues, product usage questions, and general support
Examples:
“How do I configure this integration?”
Minor UI issues with workarounds
Routine admin how‑to questions
Target:
Initial acknowledgment within 48 hours (2 business days)
Investigation and follow‑up begin after acknowledgment
If you contact support outside normal hours, you should expect acknowledgment within 1–2 business days from the next business day.
Resolution time targets
Resolution timing depends on severity, complexity, and external dependencies (for example, chain conditions, third‑party services). Targets below are guidelines rather than hard guarantees.
Critical bug reports or support issues
Target:
Aim to provide a resolution or clear mitigation within 2–5 business days, where feasible.
For complex or high‑severity cases that require deeper investigation or engineering changes, timelines may extend beyond 5 business days.
Throughout the process, the support team will:
Keep you informed of progress
Communicate interim workarounds when possible
Non‑critical issues, product usage help, and general support
Target:
Aim to provide a resolution within 3–15 business days, addressing requests in the order they are received.
Prioritization is based on:
Impact on your ability to operate
Proximity to key events (for example, scheduled payouts, launches)
If your account includes any enhanced or priority support entitlements (where applicable under your commercial agreement), those will be honored per your contract.
Planning ahead for payouts and deadlines
To minimize risk around key dates (for example, token TGE, first vesting, large payout cycles):
For configuration changes, integration setup, or operational questions that could affect upcoming token payouts or deadlines:
Contact support at tm-support@coinbase.com 3–15 business days in advance, depending on complexity.
This lead time helps:
Identify and address setup or operational issues before deadlines
Reduce the likelihood of last‑minute blocking issues
Requests submitted without adequate lead time cannot be guaranteed same‑day or near‑immediate resolution, especially for non‑critical issues or changes that require engineering work, approvals, or coordination with third‑party systems.
New feature requests and product improvements
The team welcomes feedback and suggestions on how to improve Coinbase Token Manager. However, feature delivery is subject to product roadmap, technical feasibility, and overall customer impact.
Guidelines:
For new features or significant product enhancements you intend to rely on by a specific date:
Please raise those requests at least 4 weeks in advance of when you plan to use them.
Prioritization depends on:
Complexity and engineering effort
Alignment with the broader product roadmap
Relative importance to the wider customer base
Important:
While the team is strongly customer‑driven, no feature request can be guaranteed to be delivered by a specific date or at all.
Support will:
Document your request
Share it with product and engineering
Provide updates where possible on whether it’s feasible and, if so, how it might fit into the roadmap
How to contact support
For all issues, questions, and requests related to Coinbase Token Manager, use:
When emailing support, include:
Your organization name and account context
A clear description of the issue or request
Relevant details (screenshots, error messages, URLs, timestamps, wallet addresses, network/chain, etc.)
This helps the team triage accurately and respond as efficiently as possible.
We appreciate your partnership and look forward to supporting you and your stakeholders as you use Coinbase Token Manager.