> ## 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).

# Response times by plan

## Response time targets

| Plan | Chat | Email | Critical issues |
|---|---|---|---|
| **Standard** | Same business day | 24 business hours | Escalated — aim for same day |
| **Premium** | Priority queue, typically < 1 hour | 4 business hours | Dedicated CSM handles |

### Business hours

Our team is primarily based in Europe (France). Core support hours:
- **Monday–Friday, 9am–6pm CET**

Outside these hours, we respond as soon as we're online the next business day.

### Urgent issues outside hours

For **genuinely urgent** issues (production-breaking, signature process completely blocking a deal that must close today), email **contact@katalyz.co** with "URGENT" in the subject and we'll do our best to respond outside hours.

For non-urgent issues, please wait for business hours — off-hours escalation gets reserved for real emergencies.

## What counts as critical

Flagging as critical means: you can't do your job, a deal is blocked, or security is compromised.

- ✅ "A signed contract isn't appearing and we're about to close"
- ✅ "Entire workspace is unreachable for 10+ minutes"
- ✅ "Unauthorized access suspected"
- ❌ "We'd like a new widget" (important, but not critical)
- ❌ "HubSpot sync is slow" (annoying, but not urgent)

Over-flagging critical issues slows response for everyone — including genuinely critical cases.

## Premium vs Standard — what the difference looks like in practice

**Standard plan:**
- Chat response within a few business hours (usually much faster for simple questions)
- Email response within one business day
- Support is delivered by our general support team

**Premium plan:**
- Chat responses in priority queue — typically under an hour
- Email within 4 business hours
- Dedicated CSM for strategic conversations
- Email escalation is answered by senior team members

Premium pricing reflects this higher-touch support.

## For deeper escalation

If response times are slipping:
- **Chat escalation** — ask for a senior agent
- **Email follow-up** — reply to your original thread referencing the ticket
- **Premium customers** — email your CSM directly

## Self-service while you wait

While waiting for support:
- Browse [Troubleshooting & FAQ](https://katalyz.crisp.help/en/article/i-cant-log-in-t9gmbj/) for common issues
- Check our changelog in [What's new](→ 10-whats-new/01-release-notes/01-welcome) for recent changes that might explain new behavior

## Related articles
- [How to contact support](https://katalyz.crisp.help/en/article/how-to-contact-support-dhtvdx/)
- [What to include in a support message](https://katalyz.crisp.help/en/article/what-to-include-in-a-support-message-rxu4bm/)