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Catalyst is committed to providing quality technical support for
our products and we offer several different support options
designed to meet the needs of our developers. Free, unlimited
technical support by e-mail and fax is available for thirty (30)
days from the date of purchase for any installation, development,
debugging and redistribution issues related to the purchased
product. After thirty days, the developer may continue to use the
free technical support options that are available or purchase a
support subscription. If you have any questions about purchasing
support or the support options available to you, please contact us
at sales@catalyst.com or call +1 760.228.9653, Monday through
Friday during normal business hours.
Free Technical Support
Registered developers have access to a variety of free technical
support resources and we always encourage developers to review our
online documentation and knowledge base to determine if the
question has already been answered.
Frequently
Asked Questions
A collection of answers to the most frequently asked questions
about a product. General questions about features, functionality
and platform compatibility are answered here. The product FAQ is
also recommended reading for any developer who is evaluating our
software.
Knowledge
Base
A searchable online database of solutions to hundreds of common
technical questions and problems. The articles provide detailed
information, including background information, workarounds and the
availability of updates to resolve the problem. This is the first
place that most developers should check to determine if the
question or problem that they're having has already been
addressed.
Technical
Support Forums
If you have questions about developing software with our products,
you can post them to our public newsgroups. These newsgroups can be
accessed directly from your web browser and provide a great way to
share information with other developers, as well as get answers
directly from our technical support staff.
Online Help
A comprehensive collection of online help, tutorials and
whitepapers for our products. Our online help is useful to
evaluators who are interested in learning about how our components
work and for developers who would like access to the most current
reference material.
Product
Updates
Registered developers are entitled to free service packs and
hotfixes for the life of the product. A service pack consists of
updates to the complete product, including online help, technical
reference documentation and example programs. A hotfix is an update
to a specific component or program which resolves a critical
issue.
Incident Support
Technical support for a specific incident may be purchased at an
hourly rate, providing the developer with voice support and
intermediate product updates (hotfixes) as required to resolve the
incident. If the problem is determined to be a defect in the
software, any charges that have been incurred will be refunded
unless an immediate response or correction is required, an update
is available but has not been placed in general release, or the
problem is specific to your development environment. In that case,
the update or correction will be given priority and provided at the
hourly rate.
Support Subscriptions
Additional technical support options are available through paid
annual subscriptions. Standard support subscriptions provide email
and fax support for a product beyond the initial thirty day period
after the product has been purchased. Priority support
subscriptions offer voice support as well as unlimited email
support, access to Knowledge Base articles and our technical
support forums.
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