Obi Support Policy

Catalyst SaaS Support Policy

1 Support Services

Catalyst technical support will accept voicemail, e-mail and web form-based incident 24 hours a day, seven days a week. Catalyst technical support call centre will accept calls for English language telephone support during Normal Business Hours within Business Days. Catalyst will use reasonable endeavours during Normal Business Hours to process support requests, determine the source of the problem and respond to the Customer. Catalyst technical support call centre will respond to all support requests within the time periods specified below, according to priority.

Catalyst technical support will determine the priority of any defect, using one of following priorities:

Priority	Description	Response Time	Target resolution time
Priority 1	The entire Service is "down" and inaccessible. Priority 1 incidents will be reported by telephone only.	Within two Normal Business Hours.	Four Normal Business Hours. Continuous effort after initial response and with Customer co-operation.
Priority 2	Operation of the Services is severely degraded, or major components of the Service are not operational and work cannot reasonably continue. Priority 2 incidents will be reported by telephone only.	Within four Normal Business Hours.	Within two Business Days after initial response.
Priority 3	Certain non-essential features of the Service are impaired while most major components of the Service remain functional.	Within 12 Normal Business Hours.	Within seven Business Days after initial response.
Priority 4	Errors that are, non disabling or cosmetic and clearly have little or no impact on the normal operation of the Services.	Within 24 Normal Business Hours.	Next release of Software.

Catalyst will use its reasonable endeavours to meet the timescales set out in paragraph 1.3.

Catalyst will provide monitoring of its Services 24 hours a day seven days a week. Catalyst will directly notify the Customer of maintenance events that may affect the availability of the Services.