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 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

Updated on: 18/06/2026

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