How to engage Catalyst Blockchain Manager Support
The Catalyst Blockchain Manager Support services are designed to offer a seamless incident handling experience, so that customers always know the status of their open incidents. The support process is based on a well-defined, transparent case flow methodology. From initiation through to resolution, this methodology ensures that Catalyst Blockchain Manager takes ownership of incidents and efficiently advances them across the different levels of the support structure.
Service Desk
The most efficient method for creating incidents and finding updates.The most efficient method for creating incidents and finding updates.
Individual Customer Experience Manager
Via service email with description
Catalyst Blockchain Manager Support Packages
All customers are entitled to Community Support where they can share knowledge and engage with the Catalyst Blockchain Manager community and support team. Using community support, you can create support tickets at our Service Desk. However, no SLAs are provided and our assistance will be dependent on our availability.
For Catalyst Blockchain Manager Enterprise software deployment on your infrastructure, we provide an Integration Package. We help to install Catalyst Blockchain Manager on your infrastructure, while supporting your team and taking into consideration your specific set-up. Hourly billing applies to the Integration Package. To receive a quote, please contact us.
Customers with Standard Support access are entitled to our standard 12/5 support offering, delivered via our Service Desk. This highly reactive and responsive service allows us to take immediate ownership of any reported issues, providing you with full visibility of progress and status throughout the lifecycle of the incident. Our highly trained and experienced technical support engineers offer response times as rapid as just one elapsed hour, in cases when the issue has the highest severity level (Severity 1). The table below details the standard support package components and pricing.
Support structure
Availability
24/7 or 12/5 support
Active monitoring
SaaS and on premises deployment
Case resolution
20 hours per month
Additional hourly billing SLA
Support and Warranty Guarantees
IntellectEU will always support the latest version of Catalyst Blockchain Manager, and will support older MAJOR versions (those that are not the latest generally available) for up to 12 months, and older MINOR versions for up to 6 months. LTS versions of Catalyst Blockchain Manager will be supported for at least 2 years.
IntellectEU will provide limited support for older versions of Catalyst Blockchain Manager, offering advice on issue identification, and guidelines on migrating to the new version. Any migration assistance is available through our Professional Services team. Additionally, extended lifetime support services are available. The SLAs and fees associated hereto are to be decided upon between IntellectEU and the client.
Any maintenance releases (PATCH releases) made generally available should be installed by the client as soon as reasonably possible. Any version of the product that falls under support from IntellectEU will benefit from maintenance releases. Each maintenance release will be accompanied by a severity level and an advisory on when to install. In case a client who is not under a support program and has not yet installed the latest maintenance release(s) experiences any warranty cases, these warranty cases will be considered support cases. Please refer to the Service Level Agreements (SLAs) for specific timelines on issue resolution times.
Incident Management
To maintain effective communications with our customers, the handling of incidents flows through an agreed chain of actions. When issues are identified, the responsible person from the client end will carry out an impact analysis and create the incident providing the following information:
- Product name
- Summary mentioning the impact and urgency
- Description
- Organization name
- Components or products
- Supporting information (log files, configuration files, etc.)
Each incident has a unique ID number. Catalyst Blockchain Manager Support will allocate an Incident Category and Severity.
The first step in the support process is to determine the nature of the support requirement. There is a list of incident categories available to customers via the Catalyst Blockchain Manager Support Portal.The first step in the support process is to determine the nature of the support requirement. There is a list of incident categories available to customers via the Catalyst Blockchain Manager Support Portal.
The responsiveness of Catalyst Blockchain Manager Support is driven by the severity of an incident. Incidents are assigned a severity level by support, but this may be changed after incident analysis. The severity levels are defined below.The responsiveness of Catalyst Blockchain Manager Support is driven by the severity of an incident. Incidents are assigned a severity level by support, but this may be changed after incident analysis. The severity levels are defined below.
Definition
Licensed Software is not operational and all production data is inaccessible. Data flow is completely stopped in a production environment resulting in critical impact to the customer’s business. No workaround is available. The customer will require continuous availability of Solution Provider contact untill the error is resolved.
Licensed Software is operational, but has severely restricted functionality or degradation that is impacting the customer’s operations. No workaround is available.
Licensed Software is operational with functional limitations or restrictions that are not critical to the customer’s overall operations.
Low or no impact errors with Licensed Software usage, implementation, performance or any other inquires.
Response SLA
(business hours)
1 hours
2 hours
4 hours
8 hours
Diagnosis SLA
(business hours)
4 hours
8 hours
12 hours
24 hours
Resolution SLA
4 business days after platform user contacts IntellectEU
7 business days after platform user contacts IntellectEU
15 business days after platform user contacts IntellectEU
40 business days after platform user contacts IntellectEU
*All timescales are measured from the original time and date of the incident report
Detailed steps to open and monitor an incident
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