Defined terms used in this Support Services Policy shall have the same meaning as in Content Catalyst Limited’s (“Content Catalyst”) Services Order Form Terms and Conditions.
Content Catalyst is dedicated to providing exceptional support designed to ensure good communication, rapid problem resolution, and ongoing client success.
We offer two support levels designed to meet the diverse needs of our clients; Standard Support and Premium Support which is tailored for larger clients.
This policy outlines our Standard Support commitment.
Clients can reach our support team through the following channels:
Email: support@contentcatalyst.com
Support Ticket System: Accessible 24/7 via our online portal at guide.contentcatalyst.com (registration required)
Comprehensive help and instructional articles in the knowledge centre at guide.contentcatalyst.com
We operate UK business hours. Our team is available:
Monday to Friday, 09:00 to 18:00 UK time. We are closed on standard UK public holidays.
Our support operations are Monday to Friday from 09:00 to 18:00 UK time.
We understand that technology challenges can arise at any time, which is why we maintain an emergency support mechanism to address the most urgent system concerns immediately. We offer around-the-clock support to deal with any critical issues. This is available everyday of the year including weekends and public holidays.
We categorise support issues across three severity levels to ensure appropriate and targeted resolution.
Urgent issues involve complete system outages that significantly impact business operations and receive immediate, round-the-clock attention with continuous updates until full resolution.
Medium-severity issues relate to partial system functionality problems and are comprehensively investigated during standard support hours.
Low-priority requests typically involve minor bugs or feature suggestions and are tracked through our product development cycle, ensuring no client input goes unnoticed.
Each client is assigned a dedicated account manager who provides personalised support and strategic guidance.
Clients will have a quarterly review to ensure alignment with technological needs and to offer consultation to maximise the value of the platform.
Clients can submit feature ideas through our online portal, where requests are reviewed monthly and evaluated based on product strategy alignment, potential customer value, technical feasibility, and development complexity.
Once launched, we offer 2 hours of basic training a year. Additional training is charged for.
Our Terms commit us to 99.9% system uptime. We can provide comprehensive monthly reports where necessary.
Premium support packages are customised for the client. Ask your account manager for a quotation. Packages typically include Disaster Recovery sites, Sandboxes, API management, advanced analytics, development time and enhanced training.
Policy Update: January 2025
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