Response times by plan
Response time targets
Channel | Typical first response | Critical issues |
|---|---|---|
Chat | Same business day, usually much faster for simple questions | Escalated — aim for same day |
24 business hours | Escalated on arrival | |
Account manager | As agreed in your contract | Handles the escalation with you |
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.
What affects how fast we answer
Chat support is included for every customer. Two things change the picture in practice:
- How complete your first message is. A question with the workspace name, the room URL and a screenshot is often resolved in one reply; a one-line report usually costs a round trip. See What to include in a support message.
- Your contract. Enterprise agreements can include specific response commitments and a named contact. Check your order form, or ask your account manager.
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
- Email your account manager directly — they own your account internally
Self-service while you wait
While waiting for support:
- Browse Troubleshooting & FAQ for common issues
- Check our changelog in What's new for recent changes that might explain new behavior
Related articles
Updated on: 01/10/2026
Thank you!