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Enterprise Grade
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.
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.
Our support packages include 24/7 system monitoring. With our Standard package customers benefit from support 12 hours a day, 5 days a week.
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.
Our support packages include 24/7 system monitoring. With our Standard package customers benefit from support 12 hours a day, 5 days a week.
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.
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).
*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.
Included support 24/7
System monitoring
For Catalyst Blockchain Manager SaaS
Monthly total support hours
20 hours
For Catalyst Blockchain Manager SaaS
Get a quote
Additional hourly billing SLA
Get a quote
Included support 24/7
System monitoring
Monthly total support hours
For Catalyst Blockchain Manager SaaS
Additional hourly billing SLA
For Catalyst Blockchain Manager SaaS
20 hours
Get a quote
Get a quote
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
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
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
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
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
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
Whether you are a large enterprise or a young startup, Catalyst Blockchain Manager is your key to harnessing blockchain technology.
We can explain all of your options in a short demonstration.
Whether you are a large enterprise or a young startup, Catalyst Blockchain Platform is your key to harnessing blockchain technology. We can explain all of your options in a short demonstration.
By entering your email address you permit us to store and use your email for the marketing purposes and communications with you.
All personal data is processed according to the IntellectEU Privacy Policy. You can withdraw your permission and require removal of your personal data any time by contacting us via email privacy@intellecteu.com or by pressing the link Unsubscribe in any email received from us.
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Whether you are a large enterprise or a young startup, Catalyst Blockchain Manager is your key to harnessing blockchain technology. We can explain all of your options in a short demonstration.
By entering your email address you permit us to store and use your email for the marketing purposes and communications with you.
All personal data is processed according to the IntellectEU Privacy Policy. You can withdraw your permission and require removal of your personal data any time by contacting us via email privacy@intellecteu.com or by pressing the link Unsubscribe in any email received from us.
