Support Policy

SUPPORT POLICY
FOR KATALON STUDIO ENTERPRISE AND KATALON RUNTIME ENGINE

This Support Policy describes the practices and policies of Katalon, Inc. (“Katalon”) with regard to its provision of support to customers that have entered into an agreement for the Katalon Studio Enterprise Version (“KSE”) and Runtime Engine (“RE”). Capitalized terms used but not defined herein shall have the meaning ascribed to them in the agreement between your or your organization (“Customer”) and Katalon. The support services described in this Support Policy are separate from Katalon professional services and Katalon training services.

OVERVIEW

Number of tickets: Unlimited (one by one basis)
Helpdesk support: Yes
Live chat: No
Telephone support: No
Response time: See below

COMMUNICATION AND REQUEST TYPES

KSE and RE subscribers will be provided with helpdesk accounts for product support. The number of helpdesk accounts is equal to the number of active valid licenses that Customer acquired. There is no limit on the number of KSE and RE support requests Customer can submit on our Support Portal (www.katalon.com/help-center-redirect/), but the ticket will be processed on a one by one basis.

Below are the two types of requests that may be submitted:

• Error Reporting: For requests related to errors. An “error” means a material failure of KSE version or RE to perform substantially in accordance with functional specifications published in its documentation. Submitted errors will be verified by the Katalon development team. A resolution schedule will be provided and regularly updated.
• Features Suggestion: Customers may submit suggestions to add features to KSE. Katalon will consider feature suggestions and assess them based on the evaluation by the product development team. Katalon will inform the submitter of the status of the suggestion.

SUPPORT HOURS

Customer may submit, view, and manage support requests on the Support Portal 24/7.

RESPONSE TIME

Katalon shall use commercially reasonable efforts to respond to Customer’s reporting of an error with the response time below:

Katalon’s support team will review and investigate the reported issue and act to resolve them. To help Katalon team troubleshoot and assist with any issues, Customer shall provide as much detailed information as possible — including execution logs, error logs, test artifacts, documentation — to reproduce the issue. Katalon’s support team will use commercially reasonable efforts to reproduce the issue. In case the issue cannot be reproduced, Customer will receive notifications from the Katalon support team for further discussion.

Below are the three levels of error prioritization:

• “Critical” level means the main functions or critical features of the Katalon software are inoperable. The issue cannot be bypassed with workarounds.
• “High” level means the main functions or critical features of the Katalon software still work with workarounds despite the error.
• “Medium” level means an error that affects functions in the Katalon software that are not main functions or critical features; these could be errors that are annoying or/ and irritating relating to speed of operation, style, user interfaces, or reports.

LIMITATION AND EXCLUSION

Katalon is not responsible for:

• problems arising out of use of the KSE or RE that is improper or inconsistent with the documentation or your license agreement for the KSE or RE;
• requests to create test scripts or custom keywords;
• problems arising out of changes from third-party services and products;
• failure by you to fulfill any of the following: (a) give Katalon reasonable access to and use of the KSE and RE and your environment as may be necessary to diagnose and repair any errors; (b) permit Katalon to use and access the log files generated by KSE or RE; (c) use reasonable efforts to resolving issues with the KSE or RE using the online resources described above before contacting Katalon with a support request; (assure proper hardware configuration and installation for KSE or RE and support and maintain the hardware, software, and systems on which KSE or RE is installed; and (e) adequately back-up data and systems related to KSE and RE;
• issues in versions of the KSE and RE other than the then-current version or the version immediately prior; or
• errors or defects that are not reproducible by Katalon or that do not materially affect the operation of the KSE or RE.

CHANGES TO SUPPORT POLICY

Katalon may in its discretion change this Support Policy at any time based on standard market practices and the development of the Katalon products. Katalon will repost the revised Support Policy.