Premium Support

Our team of highly experienced engineers and consultants bring the personal touch to your cloud service

The Catalyst Cloud is a service available to and used by customers ranging from individual developers to large enterprises. The levels of support required by them vary. To cater for their needs, Catalyst has put in place the following premium support offerings:

Bronze Silver Gold Platinum
24x7x365 delivery of the cloud services
Documentation, white papers and best-practice guides
Billing support
Incident management (break/fix tickets) 8x5 support tickets 24x7 support tickets or phone 24x7 support tickets or phone
Target response time for priority one incidents < 1 business day < 1 hour < 15 minutes
Architecture support Best practice Use-case specific Application architecture
Consultative tickets (“How to” questions) Phone, email Phone, email, face-to-face
Dedicated technical account manager
Price Included $180 per month Greater of $1,000 / month or 10% of monthly usage Greater of $20,000 / month or 10% of monthly usage

Support Scope

The premium support covers development and production issues for all products and services offered by the Catalyst Cloud. This includes:

  • Incidents affecting services provided by the Catalyst Cloud
  • Troubleshooting issues with the APIs, management console or other tools provided by the Catalyst Cloud
  • Questions related to the use of the services or best practices in the use of the cloud.

Premium support does not include:

  • Code development
  • Performing system administration tasks

Contact methods

Access to our support portal is provided to Silver, Gold and Platinum premium support customers. The support portal allows customers to open a support request, interact with Catalyst support engineers and track its status until it is resolved.

Gold and Platinum customers have access to an emergency line and can request Catalyst to call back on any phone number.

Platinum customers have direct access to their account manager.

Response times and resolution

The target response time for incidents is based on their priority level. We will use all reasonable efforts to meet the following response times:

Priority level Response time Available for
Critical (P1) 15 minutes Platinum
Urgent (P2) 1 hour Platinum, Gold
High (P3) 4 hours Platinum, Gold
Medium (P4) 1 day Platinum, Gold, Silver
Low (P5) 2 days Platinum, Gold, Silver

We consider an incident resolved when:

  • The service levels have been restored to normal; or
  • The root cause lies with third party software being used by you; or
  • You fail to follow up on actions or questions from Catalyst for five days.

Incident prioritisation

The priority of an incident is the product of its urgency and impact. The following table provides guidance on how to prioritise incidents.

Priority Level Description
Critical (P1) The cloud is unavailable, causing an interruption of service to all applications hosted on it.
Urgent (P2) Some applications hosted on the cloud are unavailable or have their service levels significantly impacted.
High (P3) Critical functions of applications hosted on cloud are unavailable or significantly impacted.
Medium (P4) Non-critical functions of applications hosted on the cloud are unavailable or significantly impacted.
Low (P5) The service level of applications hosted on the cloud is reduced (e.g.: slower than usual), but they are still functioning and delivering acceptable response times.