Support and Warranty
How to engage Catalyst Blockchain Manager support
Catalyst Blockchain Manager Support services are designed to offer a seamless incident handling experience, assuring customers will receive timely support and open incidents will be managed effectively.
The support process is based on a well-defined, transparent case flow methodology. From an incident initiation through to its resolution, our team will take full ownership, efficiently advancing the case across different levels of support
Catalyst Blockchain Manager Support offerings
Installation services
Assistance with deployment, installation, or upgrading of Catalyst Blockchain Manager on your infrastructure, ensuring compatibility and optimal configuration.
Support services
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.
Catalyst Blockchain Manager Support services are delivered via our SLA Channel and in accordance with individually agreed conditions. This highly reactive and responsive service allows us to take immediate ownership of reported incidents, providing full visibility of progress and status throughout the lifecycle of the ticket. Our highly trained and experienced technical support engineers offer response times as rapid as just one elapsed hour, in cases of the highest severity level.
Support structure
Availability |
As per individually agreed conditions |
Active monitoring |
Leveraging tools like Prometheus for alerting and Grafana for real-time monitoring dashboards, we ensure prompt detection and resolution of critical incidents to minimize operational impact. |
Case resolution |
As per individually agreed conditions |
Incident management
Our Support Team can provide professional assistance in migration and installation of upgrades. Additionally, extended lifetime support services are available on individually agreed conditions. The SLAs and fees associated with such services are to be decided upon between IntellectEU and the client on a case-by-case basis.
For existing clients, please refer to the Software Release Management Document for all associated terms and conditions.