> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://katalyz.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to contact support

Three ways to reach us.

## 1. Chat (fastest)

Click the **chat bubble** in the bottom-left corner of Katalyz. Write your question or issue. A support agent responds during business hours; off-hours, we respond as soon as the team is online.

**Best for:** quick questions, urgent issues, simple troubleshooting.

## 2. Email: contact@katalyz.co

Email **contact@katalyz.co** with details. Include screenshots or links where helpful.

**Best for:** complex issues, detailed context, anything requiring a written trail (security, compliance, billing disputes).

## 3. Dedicated CSM (Premium plan)

If your workspace is on the **Premium plan**, you have a dedicated CSM. They'll have introduced themselves during onboarding and shared their direct contact info.

**Best for:** strategic conversations, adoption guidance, feature feedback, urgent escalations.

## What to include

Faster help comes from complete initial messages. Include:

- **What you're trying to do** (the goal, not just the problem)
- **What's happening instead** (error messages, screenshots, URLs)
- **What you've already tried** (helps us skip dead-ends)
- **Your workspace name** (to find you faster)
- **The specific room or URL** if the issue is room-specific
- **Your browser and OS** for technical issues

See [What to include in a support message](https://katalyz.crisp.help/en/article/what-to-include-in-a-support-message-rxu4bm/).

## Response times

| Plan | Chat | Email |
|---|---|---|
| **Business** | Same business day | 24 business hours |
| **Expert** | Priority queue | 4 business hours |

Outside of business hours, we respond as soon as the team is online.

## What we can help with

- Product questions and how-tos
- Bug reports
- Feature requests
- Account and billing questions
- Integration setup
- Troubleshooting

## What we can't help with

- Your end-user buyers' browser or device issues (we can help you troubleshoot — but we don't contact your buyers directly)
- Legal or contractual advice (we're not lawyers; we can confirm technical infrastructure but not legal conclusions)
- Other platforms (HubSpot, Salesforce, etc. — we can help with the integration, but not with those platforms themselves)

## Escalation

If an issue isn't being resolved:
- **Escalate through chat** — ask for a senior agent
- **Email your CSM** directly (if Expert)
- **Escalate to contact@katalyz.co** with a note "Previously contacted [date] — requesting escalation"

## Related articles
- [What to include in a support message](https://katalyz.crisp.help/en/article/what-to-include-in-a-support-message-rxu4bm/)
- [Response times by plan](https://katalyz.crisp.help/en/article/response-times-by-plan-2wcdut/)