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Technical support can be reached in two ways:
Catalyst Support Hotline: 303-824-0911 or 877-557-4273 (Toll Free)
This line is manned by a support technician who can answer questions or route a support request to the appropriate technician. If you reach voice mail, please leave your name, company, and a detailed description of your problem. You can expect a response within 15 minutes.
Email Support Line:
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Emails to Catalyst Support go directly to an automated support system (Spark), and are routed immediately to an on-duty technician for response. You will receive an automated return email containing a support ticket number that you can use for subsequent communications.
General Guidelines
We provide 24x7 support and our support technicians will handle the call/matter and escalate problems to the appropriate client data specialist or database engineer as needed.
Support technicians and client data specialists are available to take direct calls during Catalyst's normal business hours, from 6 AM to 10 PM Mountain Time on weekdays and 8 AM to 5 PM on weekends.
Our offices will be closed on federally-recognized holidays: New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Day after Thanksgiving, and Christmas Day. Should the Holiday fall on a weekend day, the observed weekday will apply.
Calls outside of normal business hours are taken by an answering service and forwarded to the appropriate, on-duty support technician or client data specialist.
We endeavor to answer each support call directly received during normal business hours. Catalyst procedure is to return calls routed to voice mail:
- Within fifteen minutes after it is received during normal business hours
- Within one hour after it is received outside of normal business hours
Support services during normal business hours include:
- Adding or deleting users
- Resetting passwords
- Simple search query assistance
- Generally anything to help the user access and use our applications.
Technical issues that are beyond the purview of the support technician are routed to the appropriate Catalyst client data specialist for resolution. In that event, the support technician or the client data specialist will keep the user advised of the progress in resolving the issue on a continuing basis.
Support services outside of normal business hours are limited to resolving technical issues relating to the functioning of Catalyst's systems. Any other support services provided outside of normal business hours will be by agreement and separate quote. Contact your Catalyst Project Consultant to discuss your needs.
To download a PDF version of this policy, click here.
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