---
title: "Catchpoint Support Transition to LogicMonitor"
slug: "catchpoint-support-transition-to-logicmonitor"
updated: 2026-05-04T16:29:48Z
published: 2026-05-04T16:29:48Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.catchpoint.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Catchpoint Support Transition to LogicMonitor

**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 start integrating 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.
- Our support email address will remain **support@catchpoint.com** until further notice.
- Chat and Web Portal support will transition to the [LogicMonitor support portal](https://support.logicmonitor.com/) in phases. Please refer to the cutover timeline below.
- Phone support will be retired as part of this transition

### What are the timelines?

The transition will be carried out in three phases. You will be notified of your specific phase and cutover date by email in advance.

| PHASE | DATES | SCOPE |
| --- | --- | --- |
| PHASE 1 | 1 May – 15 May | Early access — select customers only |
| PHASE 2 | 16 May – 31 May | Second cohort of customers |
| PHASE 3 | 1 June – 30 June | All remaining customers |

Prior to your scheduled cutover date, each user will receive an email containing specific instructions to activate their account along with a guide to use the new portal.

Once transitioned, selecting Contact Support within the Catchpoint platform will automatically redirect you to the new portal. To confirm your phase assignment, please contact your Account Team.

### 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 before your cutover dates 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.

### If something doesn't go as expected?

During the transition window, you can reach our team at [support@catchpoint.com](mailto:support@catchpoint.com)

Thank you for your continued trust and partnership.

Best regards, The Catchpoint & LogicMonitor Team