Catchpoint Support strives to provide timely, accurate support for all issues. Catchpoint recognizes some issues may have greater urgency than others and prioritizes those urgent issues accordingly. Please use the below chart as a guideline for response time.
While we always try to accommodate requests denoted as Urgent, Catchpoint Support reserves the right to downgrade priority based on the guidelines set in the Urgent Support Ticket Guideline KB article.
Instructions on how to create an urgent ticket can be found here.
Periodic Update
The time between each public comment from the assigned agent.
Node & Infrastructure Escalations
Escalated tickets dealing with infrastructure, node, ISP, and hardware issues. Oftentimes, ISPs and third-party providers are involved in resolving these issues. As a result, meaningful updates might take more time than usual.
Product Escalations
Escalated tickets dealing with defects, data integrity, and general product support. Issues of this nature require vetting, design, code changes, and/or QA testing. Meaningful updates might take more time than usual.
Note: THIS IS NOT NECESSARILY THE RESOLUTION TIME. For these issues, the update times (shown in blue) are the “deadline” before the client receives a new update from support. If no new information is available from the appropriate department, the update will simply be a short reminder informing the client we are still researching, and promise to update again should new information become available.