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Clients regularly ask how long it will take to set up a new site or to load data. The answer, of course, is "It depends." It depends on the nature of your site, the nature of your data, when we get the request, and how many other requests are in the queue.
This page sets forth service level guidelines for Catalyst CR. They represent our commitment to be responsive to client needs and provide a benchmark to measure our responsiveness.
These guidelines are tied to our Fast Track program for site setup, processing, and data loading. To learn more about the program, contact your Catalyst representative or click here.
To view the full text of our Service Level Guidelines, click this link.
Fast Track Site Setup
We endeavor to set up standard or template-based Catalyst sites within 24 hours after we receive a completed site request form, and often on the same day they are received.
Fast Track Processing and Loading
Fast Track Processing and Loading will be completed within 24 hours after we receive files via FTP. Because the process is automated, in most cases, they will be loaded within a matter of a few hours.
This does not include search and foldering requests which sometimes accompany data loads. This often requires re-indexing after searches are run and will be done as quickly as possible after data is loaded.
Quick Hits
The Catalyst Quick Hits program reflects our goal to handle routine site requests promptly—the same day they are received, within the hour in many cases. Quick Hits include most of the commonly requested services including adding users, modifying forms, adding existing fields to forms, and site configuration changes. You can find a list of current Quick Hits on the Catalyst Client Support Site.
We commit to complete all Quick Hits requests the same day, but at least within 24 hours after they are received.
Productions
We schedule production projects on a first-come, first-served basis. We have a grid of servers at our disposal and move these jobs forward as quickly as we can. Turn times on production requests are a function of the services required. We try to fulfill standard production requests within 2 business days of receiving completed requests. “Fulfill” means that we will be prepared to ship or transmit data as directed by our client (e.g. ftp, overnight courier). We will provide estimates upon request for custom requests or those involving larger volumes.
Production requests often involve conversion of documents to the TIFF or PDF format. Where possible, we ask that you schedule production requests in advance so that we can start the conversion process as early as possible.
Custom Requests
Custom requests for special site setup (e.g. private fields, security groups, special forms), non-conforming data, reports or any other special requests will be completed on a best efforts basis.
First Come, First Served: We take custom requests in the order received. Many are completed the same day or within two business days from receipt. Others, depending on size, complexity, existing load, etc. take longer. We try to complete all custom requests within two business days of receipt.
Expediting Work: Sometimes clients ask us to expedite custom requests (move them ahead of other, earlier requests). We will do so if we have capacity or can bring in additional resources. There is a 50% premium for expedited work, with a $500 minimum charge. Expediting does not mean we can do the actual work any faster. If the work takes four hours to complete, then it will take at least four hours to deliver.
Business Days and Hours
Business Days: Catalyst operates seven days a week except for the following U.S. holidays: New Year’s Eve, New Year’s Day, Presidents Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, the Day after Thanksgiving, Christmas Eve and Christmas.
Business Hours: General business hours are 6AM. to 10PM MT. Requests made after 5PM MT are treated as being received at 8AM the next business day.
General Staffing Hours: Client Services are generally available from 6AM to 10PM MT Monday through Friday and 8AM to 5PM MT Saturday and Sunday. Technical and Application Support services are generally staffed seven days a week on a 24-hour basis.
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