Support Policy & SLA
Last updated: 5/23/2026
1. Support channels
- Email: support@catchysystem.com
- Phone / WhatsApp: +91 9173742348
- Client portal: apps.catchysystem.com
2. Support hours
Monday – Saturday, 10:00 AM – 7:00 PM IST. Critical incidents are handled 24×7 for clients on Premium/Enterprise plans.
3. Response & resolution SLAs
| Priority | Response | Resolution Target |
|---|---|---|
| P1 — Critical (production down) | 30 min | 4 hours |
| P2 — High (major feature broken) | 2 hours | 1 business day |
| P3 — Medium | 1 business day | 3 business days |
| P4 — Low / enhancement | 2 business days | Planned release |
4. What's included
- Bug fixes for delivered scope (during warranty period)
- Software updates & security patches (for active subscriptions)
- Guidance on configuration and best practices
5. Out of scope
New features, third-party integrations not in original scope, and infrastructure managed by the client. These are quoted separately.