Dear Catchpoint Customer,
Following Catchpoint's acquisition by LogicMonitor, we are writing to share an important update regarding our Customer Support organization. Effective May 1, 2026, Catchpoint Support will be integrated into LogicMonitor's global support organization.
First and most importantly — delivering an exceptional customer experience remains our top priority. Our commitment to your success does not change.
What's changing:
- All Catchpoint customers will be aligned to LogicMonitor's Enhanced Tier Support package — which includes 24x7 access to our Customer Support Team via email and chat
- Our support email address will transition from support@catchpoint.com to support@logicmonitor.com
- You will gain access to a new LogicMonitor customer portal, which will include two years of historical case data. If you need access to case history beyond two years, please contact us before May 1 and we will assist you
- For enhanced security, ticket conversation details will no longer be included in email notifications — you will still receive email alerts when your ticket is updated, and full details will be available in the portal
- The Support Help Center will have a new login. Existing SSO configurations will not carry over.
- Phone support will be retired as part of this transition
What stays the same:
- Your support SLAs and response times
- The quality and responsiveness of the team you know
- Our commitment to resolving your issues quickly
What happens to your open tickets:
Any tickets open as of May 1 will be migrated to the new portal. You will not need to re-open them. Two years of historical case data will be accessible from day one in the new portal.
What you need to do before May 1:
- Update your saved contacts — replace support@catchpoint.com with support@logicmonitor.com in your email clients, ticketing integrations, and routing rules
- Export any case history older than two years that you may need for compliance or reference — contact us at support@catchpoint.com and we will assist
- Create your new portal credentials — you will receive an invitation to the LogicMonitor customer portal in the coming weeks
If something doesn't go as expected on May 1:
During the transition window, you can reach our team at support@catchpoint.com through April 30, and at support@logicmonitor.com starting May 1.
If you experience any issues with portal access or ticket continuity in the first days after cutover, email support@logicmonitor.com with "Transition Issue" in the subject line and we will prioritize your case.
Thank you for your continued trust and partnership.
Best regards,
The Catchpoint & LogicMonitor Team