Technical Support Options
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 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 technical support. If you have any questions about purchasing support or the support options available to you, please contact us at sales@catalyst.com.
| Free Support | Incident Support | Standard Support | Priority Support | |
|---|---|---|---|---|
| E-Mail Support | 30 days | 1 Incident | Unlimited | Unlimited |
| Phone Support | No | 1 Incident | No | 5 Incidents |
| Response Time1 | 24 Hours | 4 Hours | 24 Hours | 4 Hours |
| Support Coverage | No | Per Incident | Annual | Annual |
| Update Notification | No | No | Yes | Yes |
| Free Updates2 | Yes | Yes | Yes | Yes |
| On-Demand Hotfixes | No | Yes | No | Yes |
| Renewal Discount | No | No | 25% | 15% |
| List Price | Free | $195 | $195 | $495 |
| Price with Purchase | Free | N/A | $95 | $395 |
1 Response times are listed for normal business hours.
2 Includes service pack updates and hotfixes for the same version of the product.
Free Support Options
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 support forums. These forums 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, including Developer Guides, Quick Start Guides and Technical References. Our online help is also 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
Incident support provides technical support for a single installation, development, debugging or redistribution issue, for a single product. If you are contacting support for the first time, you may be directed by the technician to complete the online support form. Incident Support guarantees a four hour response time during normal business hours. The technician will contact you by phone or e-mail, based on his assessment of which method will best expedite your request. Incident support is billed at 195.00 USD per hour.
- Technical support by telephone for any installation, development, debugging and redistribution issues related to the incident.
- Technical support by e-mail and fax for any installation, development, debugging and redistribution issues related to the incident. All responses are guaranteed on the same business days. Support requests submitted on weekends or holidays will be responded to on the next working day.
- Precedence over standard support issues, including any corrections made to a product, product component or library.
- Corrections which require a source code change and/or documentation change will be made available to the developer as a hotfix when the issue has been resolved.
We find that most issues can be resolved within one hour. If more time is required, your support technician will estimate what additional time is needed. You may return to free self-help support to finalize the issue or you may authorize additional time. Additional hours are charged to your credit card at cessation of the incident support issue.
Standard Support
Standard support is designed for the single developer who has occasional technical questions and requires a guaranteed response time. This support option has the following features:
- Unlimited technical support by e-mail and fax for any installation, development, debugging and redistribution issues for a single product. All responses are guaranteed on the same business day. Standard support requests submitted on weekends or holidays will be responded to on the next working day.
- Automatic e-mail notification of new product updates, service packs and hotfixes as they become available. Subscribers are entitled to free service pack updates and hotfixes for the product. Please make sure that your mail server is configured to accept e-mail from the catalyst.com domain.
- A 25% renewal discount if purchased within 30 days of contract expiration.
Priority Support
Priority support is designed for the single developer who has more frequent technical questions and prefers both telephone and e-mail support. This support option has the following features:
- Unlimited technical support by e-mail and fax for any installation, development, debugging and redistribution issues for a single product. All responses are guaranteed on the same business days. Support requests submitted on weekends or holidays will be responded to on the next working day.
- Five technical support incidents by telephone for any installation, development, debugging and redistribution issues for a single product.
- Precedence over standard support issues, including any corrections made to a product, product component or library.
- Corrections which require a source code change and/or documentation change to resolve a problem will be made available to the developer as a hotfix at no additional charge.
- Automatic e-mail notification of new product updates, service packs and hotfixes as they become available. Subscribers are entitled to free service pack updates and hotfixes for the product. Please make sure that your mail server is configured to accept e-mail from the catalyst.com domain.
- A 15% renewal discount if purchased within 30 days of contract expiration.