How We Provide Our Products and Services
These pages provide information about Catalyst policies and procedures, including such topics as how we handle the electronic media we receive, what files we do and do not index in Catalyst CR, our Service Level Guidelines and how we measure storage. Unless otherwise stated in our contract documents, they govern the nature and scope of the software and services we provide.
If you are a new client or site administrator you might want to read these policies first:
- Maintenance Windows: We reserve a standard maintenance window every Wednesday evening (11 pm MT to 2 am Thursday morning). During the maintenance window you might find our services unavailable for all or a portion of the period. We realize this window comes at different times of the day depending on your locale. We apologize for that inconvenience but we have to reserve time to update our hardware and software.
- Support: Please read our Support policy to learn about support hours and how best to reach a Catalyst support technician. You can also click on this page to learn more about support.
- Multi-Party Sites: We have several policies addressing our procedures for multi-party sites or hosting sites for different parties. Click on these links to read about our policies for Joint Repositories or Conflicts of Interest.
- Billing Policies: Please review our Billing Policies at your earliest opportunity to make sure you understand how we charge for our services. Also, we follow international standards bodies in how we determine gigabytes for purposes of determining volumes. To learn more, please read our policy statement on how we measure data.
The other policies for which you see links on the right side of this page are equally important and will govern the type and scope of our services. If you have any questions, please contact your Catalyst representative.
Our Policies and Procedures are subject to change as our software offerings and services evolve. Please visit these pages on a periodic basis to review new information as it is released. Site administrators will also be notified about significant updates that may affect their sites and users.
If you have any questions regarding any of the information contained on these pages or any of our policy documents , please contact a Catalyst representative.
Download a copy of the Catalyst Due Diligence Manual.
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