We pride ourselves in delivering highly responsive and professional support to our customers. Almost all our customers use our products in mission critical, high-value applications. Their success depends upon our ability and commitment to maintain the reliability of their systems. We make sure the resources within our company continue to match our support requirements. We have a simple rule when allocating resources on a daily basis:

Catapult has developed an on-line support management database. This is a powerful aid in helping us achieve ours goal of delivering high-quality support.

Customer Benefits

• Fault resolution is efficient and reliable. We track every issue, nothing gets overlooked
• Reports only leave the system when the customer confirms to us the issue is resolved
• Customers always know what is happening, which enables better customer planning
• We can provide customers with accurate records of all support we have carried out and status reports on all outstanding issues
• Reliable fault management reduces the customers own system management costs
• Automation of fault management reduces our support costs

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Support is typically provided under a formal Service Level Agreement (SLA) that defines our commitment to availability and response times. While we do have standard SLAs, these are frequently tailored to the specific requirements of a customer. Services we can provide include:

• 24 hours/seven day access to technical support
  
  
• Dial-in online support
  
  
• Guaranteed response times
  
  
• “Holiday” backup
  Short-term high-availability backup for periods of key staff absence
  
  
• Preventative maintenance
  Scheduled site visits to perform check-up, clean-up and backup

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