Who can use this feature?
- All roles with access level "limited" or higher
- Available on all plans
Our support team is dedicated to answering your questions about the Catalyst platform. Submit a request to our support team by our AI solution bot or email (support@getcatalyst.io).
If submitting your question via email, please include details, such as the screen you are on (screenshots or video walkthroughs are helpful), a full description of the problem, and the time and date you encountered the issue.
Submit a request via AI chatbot
The AI chatbot helps you get faster answers to your Catalyst questions.
- Within Catalyst, click the ? icon in the bottom left corner, and then click Customer Support.
An answer bot appears in the bottom right after a few moments. - Ask any question to the bot. If you are unable to get the answer you are looking for, type 'create a ticket' to start the ticket submission flow.
- Enter your email when prompted and press Submit.
- Please add any other relevant context to the issue before closing the chat. Include details such as the screen you are on (screenshots or video walkthroughs are helpful), a full description of the problem, and the time and date you encountered the issue.
The Support team will investigate and create an engineering ticket for any code issues with priority (P) level 0 to 3.
What is a P0?
A P0 is defined as a bug that is impacting all of our customers where there is no viable workaround. When a P0 is identified internally or by our customers, our Support and Engineering teams partner together to take an all hands on deck approach to get the P0 solved quickly and efficiently, so our customers can get back to work. Please also refer to our status page to subscribe to updates for P0 incidents.
How do you classify the priority levels?
Refer to the following table to learn more about priority levels and the support experience you can expect from our team.
| Priority | Examples | Description |
| P0 |
|
A problem that severely impacts usage for all customers. The issue halts business operations and no procedural workaround exists. Our Support and Engineering teams will partner together in an all hands on deck approach. |
| P1 |
|
A problem where the software is functioning, but usage is reduced. P1s are submitted to our Engineering team and treated with High priority. |
| P2 |
|
A problem that involves partial, non-critical loss of use of the software. P2s are submitted to our Engineering team and treated with Medium priority. |
|
P3 |
|
A problem that involves non-critical loss of use of the software. P3s are submitted to our Engineering team and treated with Low priority. |
What troubleshooting steps can I take before contacting the team?
If you think there may be an issue with your machine or environment, we recommend opening an incognito or private window in your browser or trying an alternative one, such as Chrome or Firefox. This approach creates an environment that has no extensions with a clean cache and cookies.
Also, remember that data may take some time to sync, so if you are seeing a discrepancy between two systems, it may be due to this waiting period.
Additional resources for your team
The Customer Community is a great place to access our best practices, templates, and ideas to enhance your Catalyst instance.