Catalyst Support Service

Seize the promise of blockchain — with help from an expert hand.

We pride ourselves in having the flexibility and dedication needed to deliver the best solution on the market. Our team is available to guide you through every step of the journey, from setup and management, right through to the maintenance of your blockchain networks and applications. We also want to continuously improve our platform, so we are always open to hearing suggestions for new features.

Below you will find our support options for Catalyst, both on Hyperledger Fabric and Corda.

Our SLA response times are dependent on the selected support model, but we value flexibility and understand that the needs of every organization are different. To make changes to responses for specific kinds of incidents simply speak to our support team.

Support

Our support packages include 24/7 system monitoring. With our Standard package customers benefit from support 12 hours a day, 5 days a week.

Below you will find our support options for Catalyst, both on Hyperledger Fabric and Corda.

Our SLA response times are dependent on the selected support model, but we value flexibility and understand that the needs of every organization are different. To make changes to responses for specific kinds of incidents simply speak to our support team.

Support

Our support packages include 24/7 system monitoring. With our Standard package customers benefit from support 12 hours a day, 5 days a week.

Support packages

Community Support

All customers are entitled to Community Support where they can share knowledge and engage with the Catalyst Blockchain Platform 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.

Standard Support

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.

*Monthly total support hours include time spent on diagnosis and case resolution. Our team is available to provide support on top of 20 hours of total monthly support and additional support effort is billed hourly.

Component

Advanced

Included support 24/7

12 hours / day
5 days / week

System monitoring

For Catalyst Blockchain Platform SaaS

Monthly total support hours

20 hours

For Catalyst Blockchain Platform SaaS

Get a quote

Additional hourly billing SLA

Get a quote

Component

Included support 24/7

System monitoring

Monthly total support hours

For Catalyst Blockchain Platform SaaS

Additional hourly billing SLA

Advanced

12 hours / day
5 days / week

For Catalyst Blockchain Platform SaaS

20 hours

Get a quote

Get a quote

SLAs Standards

Severity

1

2

3

4

Definition

Licensed Software is not operational and all production data is inaccessible. Data flow is completely stopped in a production environment resulting in a critical impact on the customer’s business. No workaround is available. The customer will require continuous availability of Solution Provider contact until 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 operating with functional limitations or restrictions that are not critical to the overall customer operations.

Low or no impact errors with Licensed Software usage, implementation, performance or any other inquiries

Response SLA (business hours)

Standard: 1 hour

Standard: 2 hours

Standard: 4 hours

Standard: 8 hours

Diagnosis SLA
(business hours)

Standard: 4 hours

Standard: 8 hours

Standard: 12 hours

Standard: 24 hours

Resolution SLA

Standard: 4 business days after platform user contacts intellectEU

Standard: 7 business days after platform user contacts intellectEU

Standard: 15 business days after platform user contacts intellectEU

Standard: 40 business days after platform user contacts intellectEU

Severity #1

Definition

Licensed Software is not operational and all production data is inaccessible. Data flow is completely stopped in a production environment resulting in a critical impact on the customer’s business. No workaround is available. The customer will require continuous availability of Solution Provider contact until the error is resolved

Response SLA (business hours)

Standard: 1 hour

Diagnosis SLA (business hours)

Standard: 4 hours

Resolution SLA

Standard: 4 business days after platform user contacts intellectEU

Severity #2

Definition

Licensed Software is operational, but has severely restricted functionality or degradation that is impacting the customer’s operations. No workaround is available.

Response SLA (business hours)

Standard: 2 hours

Diagnosis SLA (business hours)

Standard: 8 hours

Resolution SLA

Standard: 7 business days after platform user contacts intellectEU

Severity #3

Definition

Licensed Software is operating with functional limitations or restrictions that are not critical to the overall customer operations.

Response SLA (business hours)

Standard: 4 hours

Diagnosis SLA (business hours)

Standard: 12 hours

Resolution SLA

Standard: 15 business days after platform user contacts intellectEU

Severity #4

Definition

Low or no impact errors with Licensed Software usage, implementation, performance or any other inquiries

Response SLA (business hours)

Standard: 8 hours

Diagnosis SLA (business hours)

Standard: 24 hours

Resolution SLA

Standard: 40 business days after platform user contacts intellectEU

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