Technical Support Tracking

Our support tracking system provides improved tracking and response times to technical support issues sent to us by our customers. Technical support questions and problems may be sent to us through the support request form. Unlimited technical support is free to all users for the first thirty days after product purchase.

When we receive the message, we will automatically assign an open issue ID to the support request and send a reply to you containing this number. The message sent by the autoresponder will look something like this:

To: youremail@domain.com
From: support@catalyst.com
Subject: Re: [IDS-10001] Technical support question


This automated message is to confirm receipt of your message sent to
Catalyst technical support. The following issue has been opened:


DATE:     1 Jan, 2007
ISSUE ID: IDS-10001
SUMMARY:  Technical support question


If you need to send us additional e-mail regarding this matter, please
make sure that the issue number is included in the subject line of
your message. This is the only automated confirmation notice you should
receive for this issue. If you reply to this message or send additional
messages about this issue, they will be routed directly to the technical
support staff to answer.

The issue ID will begin with the letters IDS- followed by a five digit value. Once an issue ID has been assigned to your support request, all subsequent requests that relate to this issue should contain the issue number in the subject of the message. This tells the support system that you are referring to an open issue, and the message will be sent directly to the technical support staff.

Please provide as much information as possible in your initial support request. Otherwise, we may need to contact you in order to obtain further information, which can increase the amount of time that it takes to answer your question or resolve the issue. If you do not receive the automated response to your initial technical support email the same day that you send it, please check the reply address in your message to make sure that it specifies the correct address. If the address is correct and you have not received any replies to your support email for more than two days, please contact us.

Technical Support

Support Options
An overview of technical support options that are available to developers.

Frequently Asked Questions
FAQ documents that are available for our products.

Search Knowledge Base
Search a database of questions and solutions to common problems.

Online Help
Complete technical reference documentation for all of our products.

Support Forums
Technical support forums for customers and evaluators.

Download Updates
Review and download the updates available for your product.

Request Support
Submit an online request for technical support.