Please read the terms and conditions of sale carefully (“Terms”). These terms form a legal agreement between Catalyst Connect (“Provider”) and the customer and/or its assignees (collectively “Client”). By clicking on the “I Accept” or “I Agree” button (anywhere on the website, www.catalystconnect.com) or by accessing or otherwise using the Catalyst Connect Chat application (“Product”), you accept and agree to be bound by the the terms and conditions herein. If you do not agree to these terms, do not click “I Accept” or “I Agree” buttons or download, install or use the Product.
Catalyst Connect has developed and owns this Product, called Catalyst Connect Chat, that integrates Twilio with Zoho CRM and enables users to send messages from the CRM to Contacts, Leads and Groups of Leads or Contacts.
Catalyst Connect Chat is web application with available extensions published in Zoho CRM’s marketplace and a Google Chrome extension offered in Google’s Chrome Store.
“Catalyst Connect Chat” (“Product”) is the web app and downloadable extensions developed by Catalyst Connect along with access to the my.catalystconnect.com/user Portal. It is Catalyst Connect’s proprietary application that Catalyst Connect makes available to users pursuant to this Agreement. “Software” means any software, library, utility program code, program code software, object or any other tool relating to the development of “Catalyst Connect Chat.” “Service” means any service provided by Catalyst Connect in support of “Catalyst Connect Chat.” “Twilio” is a (“Third Party Application”), Zoho or Zoho CRM is a (“Third Party Application”) and Google is a (“Third Party Application”).
“Confidential Information” means (a) with respect to each Party, all nonpublic information disclosed or made available under this Agreement that relates to the provision or receipt of the Services or either Party’s financial condition, operations technology or business, and that is clearly identified as confidential at the time of disclosure or that, in light of the nature of the information itself or the circumstances surrounding its disclosure, ought in good faith to be deemed confidential, (b) with respect to Catalyst Connect Chat, the Product (including without limitation any updates/upgrades thereto), the website and any documentation provided in connection with the Services.
“Dedicated Incoming Number” means the long code or short code assigned to User on an exclusive or shared basis, as the case may be, which enables easy two-way communication and allows User to send and receive mobile originating SMS messages for marketing and other communication purposes.
“Intellectual Property Rights” means any and all intellectual property rights, both foreign and domestic, including without limitation any and all copyrights, trademarks, service marks, trade secrets, patents, patent applications, moral rights, contract rights and any and all other legal rights protecting intangible proprietary information.
“Order Form” means a binding, written document that is entered into by and between User and Catalyst Connect, which document is governed by this Agreement and sets forth, among other things, the Services that Catalyst Connect will provide to User for the fees set forth in the applicable Order Form.
“Services” means the following services that Catalyst Connect provides:
a) making available Use of the Product to enable User to send and receive SMS messages via the Users’ Twilio account and avail itself of other related features available through the Application;
b) providing connectivity between the Product on Zoho CRM and the Catalyst Connect server, hosted in the United States; and
c) making available a portal to administer Users and Settings, wherever applicable, for User.
“Subscription Fees” means the fees that User pays for the right to Use the Services, which fees are specified in an Order Form.
“Subscription Plan” means the specific Catalyst Connect subscription plan, among the various subscription plans Catalyst Connect makes available from time to time as listed on the Website, setting forth the Services to which User is subscribing.
“Use” or “Using” means to access, view and/or use the Services in accordance with the terms and conditions of this Agreement.
“User Data” means any user data including SMS records, SMS message content, and mobile numbers of User’s end-users, made available to Catalyst Connect through User’s Use of the Services under this Agreement.
“Website” means the Catalyst Connect website accessible at www.catalystconnect.com as the case may be.
ACCESS AND USE
Subject to the terms and conditions of this Agreement (including User’s payment of all Subscription Fees), Catalyst Connect, during the Term, hereby grants to User a limited, non-exclusive, non-transferable, non-sublicensable and revocable right to Use the Services for User’s internal purposes only. Specifically, Catalyst Connect is providing a limited term subscription to access and use the Services during the Term. User acknowledges that access to, and use of, the Services is limited to the scope of the express provisions set forth in this Section 2 (Access and Use) and that there are no implied licenses; all rights not expressly granted under this Agreement are reserved by Catalyst Connect.
Scope of Use
The Services can be accessed or used by User through the Website browser extension. In order to avail itself of the Services, User shall be required to download the extension through Zoho’s Marketplace and through Google Chrome Store. User agrees to provide Catalyst Connect with appropriate access to User’s Zoho CRM and appoint a qualified representative/CRM manager to facilitate the installation, set-up and configuration of the Application. At the time of registration, User shall be required to share User Data including but not limited to information regarding User’s e-mail ID, name and other relevant details. User agrees that any registration information provided by User shall always be accurate, correct and complete.
User shall be solely responsible for all the activities that occur under the User Account. Without limiting the foregoing, User acknowledges and agrees that: (a) Catalyst Connect shall be neither responsible nor liable for any claims, damages or disputes arising out of the subscription to, or Use or misuse of, the Services; (b) User is solely responsible for maintaining the confidentiality of the User Account and for all other activities that occur under said User Account; and (c) User shall use reasonable efforts to prevent unauthorized access to, or use of, the Services, and will notify Catalyst Connect promptly of any unauthorized use of any password or account or any other known or suspected breach of security related to the Services. Catalyst Connect reserves the right to accept or reject User’s application to register and create a User Account without obligation or any explanation.
User shall select a Subscription Plan in an order form. On the basis of the Subscription Plan selected, Catalyst Connect shall provide the Services to User on an annual subscription basis. User shall make payments through one or more methods set forth on the Website.
User acknowledges and agrees that it is the sole responsibility of User to check capability and internet connectivity of the Electronic Device in order to run the Product and Use the Services.
User acknowledges and agrees that Catalyst Connect may retrieve and use User Data that User has shared with Catalyst Connect for authentication and updates regarding User credentials, provided however that Catalyst Connect will not view or make any use of the data of User’s end users except to improve the Services and the product or on customer’s request to troubleshoot or resolve a complaint.
User represents, warrants and covenants to Catalyst Connect that it shall not, and shall not permit any third party to:
- reproduce, distribute, alter, adapt, modify, sell, resell or exploit the Product or any portion thereof;
- decompile, reverse engineer, disassemble or otherwise attempt to derive source code from the Product or any internal data files generated by the Product except as required by law;
- sublicense access to or use of the Product or operate a service bureau;
- upload, transmit or otherwise make available in connection with the Services any content that is unlawful, harmful, threatening, abusive, harassing, torturous, defamatory, vulgar, obscene, libelous, invasive of another’s privacy, hateful, or racially, ethnically or otherwise objectionable;
- upload, transmit or otherwise make available in connection with the Services any content that User does not have a right to make available under all applicable laws, regulations, and contractual or fiduciary relationships (which, by way of illustration but not limitation, includes inside information, proprietary and confidential information learned or disclosed as part of employment relationships or under nondisclosure agreements);
- upload, transmit or otherwise make available in connection with the Services any unsolicited or unauthorized advertising or promotional materials, which by way of illustration but not limitation includes “junk mail,” “spam”, “chain letters” and “pyramid schemes”;
- upload, transmit or otherwise make available in connection with the Services any material that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment, which by way of illustration but not limitation includes viruses, time bombs, trojan horses and other malware;
- interfere with or disrupt the Website or servers or networks connected to the Use of the Services, or disobey any requirements, procedures, policies or regulations of networks connected to the Use of the Services;
- violate (intentionally or unintentionally) any applicable local, state, national or international laws or regulations in connection with the Services, including but not limited to those related to intellectual property, privacy or security;
- shall be responsible for all traffic sent to and received from User Account, including all traffic sent to and received from mobile recipients on the Dedicated Incoming Numbers assigned/dedicated to mobile recipients worldwide;
- use the Services to access or allow access to to connect with the emergency services personnel or public safety answering points, such as 911 services.
User will pay Catalyst Connect all Subscription Fees, as set forth in the applicable Order Form, in accordance with the payment terms set forth therein. For each Renewal Term, the subscription plan will auto renew at Catalyst Connect’s then-prevailing rates. The Currency Exchange rates for SMS Credit and Usage shall be set forth on the Website; Catalyst Connect may change such rates from time to time.
All Subscription Fees and all other fees set forth in each Order Form are exclusive of, and User will be responsible for, all taxes (including without limitation sales taxes), duties and the like, other than taxes based upon or calculated by Catalyst Connect’s net income.
User may apply for a refund only within three (3) days of purchasing an initial subscription to the Services (i.e., User executes an Order Form and make the full payment of the Subscription Fee). This limited refund right applies only to the first purchase of a subscription plan and only if setup work has not begun. It does not apply to renewal of such plan thereafter.
PROPRIETARY RIGHTS & CONFIDENTIALITY
Catalyst Connect Chat Ownership
As between Catalyst Connect and User, Catalyst Connect is and remains the sole and exclusive owner of all right, title and interest in and to the Product, Services, Services Marks and all related software, technologies and processes used to make the Services available, including without limitation all Intellectual Property Rights embodied therein.
As between Catalyst Connect and User, Catalyst Connect is and remains the sole and exclusive owner of all right, title and interest in and to the trademarks, service marks and/or logos on the Product or Website (collectively, “Services Marks”). By displaying Services Marks on the App or Website, Catalyst Connect is not granting to User any license to utilize any Services Marks; any unauthorized use of the same may violate copyright laws, trademark laws, the laws of privacy and publicity, and civil and criminal statutes. Further, User shall not remove, modify or obscure any proprietary rights notice(s), including without limitation any copyright notice(s), included in any documentation, user interface, screen shot, web page, presentation or marketing materials made available by Catalyst Connect.
User shall disclose to Catalyst Connect only that Confidential Information of User that is reasonably necessary to enable Catalyst Connect to provide the Services, and Catalyst Connect shall disclose to User only that Confidential Information of Catalyst Connect that is reasonably necessary to enable User to receive the Services. The Party receiving Confidential Information (the “Receiving Party“) from the other Party (the “Disclosing Party“) will not use any Confidential Information of the Disclosing Party for any purpose other than the provision and receipt of Services under this Agreement, respectively, in accordance with all terms and conditions of this Agreement. Further, the Receiving Party will disclose the Confidential Information of the Disclosing Party only to the employees, contractors, lawyers and other professional advisers of the Receiving Party who have a need to know such Confidential Information who are under a duty of confidentiality no less restrictive than the Receiving Party’s duty here under. The Receiving Party will protect the Disclosing Party’s Confidential Information from unauthorized use, access or disclosure in the same manner as the Receiving Party protects its own confidential or proprietary information of a similar nature and with no less than reasonable care.
The Receiving Party’s obligations under Section 5.3.1 with respect to any Confidential Information of the Disclosing Party will terminate (a) three (3) years after termination of this Agreement or (b) if and when the Receiving Party can document that such information: (i) was already lawfully known to the Receiving Party at the time of disclosure by the Disclosing Party; (ii) is disclosed to the Receiving Party by a third party who had the right to make such disclosure without any confidentiality restrictions; (iii) is, or through no fault of the Receiving Party has become, generally available to the public; or (iv) is independently developed by the Receiving Party without access to, or use of, the Disclosing Party’s Confidential Information. In addition, the Receiving Party will be allowed to disclose Confidential Information of the Disclosing Party to the extent that such disclosure is: (1) approved in writing by the Disclosing Party; (2) necessary for the Receiving Party to enforce its rights under this Agreement in connection with a legal proceeding; or (3) required by law or by the order or a court of similar judicial or administrative body, provided that the Receiving Party notifies the Disclosing Party of such required disclosure promptly and in writing and cooperates with the Disclosing Party, at the Disclosing Party’s reasonable request and expense, in any lawful action to contest or limit the scope of such required disclosure.
TERM & TERMINATION
The initial term of this Agreement shall commence on the Effective Date and continue for a period of one (1) year (“Initial Term”), at which time the term of this Agreement shall automatically renew for additional periods of one (1) year each (each a “Renewal Term” and, together with the Initial Term, the “Term”) unless and until either Party gives the other Party written notice of intent not to renew at least thirty (30) days prior to the end of the then-current term. At least one (1) month prior to expiration of the Initial Term or any Renewal Term, Catalyst Connect shall inform User in writing of any changes in the pricing here under and the subsequent Renewal Term then shall be subject to revised pricing as communicated by Catalyst Connect.
Upon a material breach of this Agreement, the non-breaching Party may provide written notice to the breaching Party setting forth both a reasonably detailed description of the material breach and the non-breaching Party’s intent to terminate this Agreement at the end of a 30-day period, and this Agreement shall terminate in the event that the breaching Party fails to cure such breach within such period.
Catalyst Connect may terminate this Agreement upon thirty (30) days’ written notice to User in the event that: User has breached any provision of this Agreement; or Catalyst Connect is required to do so by law (where the provision of the Services is, or becomes, unlawful); or Catalyst Connect chooses to discontinue the Services; or the license granted to Use the Services expires; or for convenience (in which case Catalyst Connect shall refund the Subscription Fee paid by User on a pro-rata basis).
Upon expiration or the earlier termination of this Agreement, the rights and licenses granted to User hereunder shall immediately and automatically cease to be in effect, and User must immediately stop Using the Services, and (if needed) delete User Account.
Within two (2) months following expiration or the earlier termination of this Agreement or of the applicable Order Form, Catalyst Connect shall use industry standard practices to delete or destroy all User Data in its possession.
INDEMNIFICATION – DISCLAIMER – LIMITATIONS ON LIABILITY
User shall defend, indemnify and hold Catalyst Connect, and its subsidiaries, affiliates, officers, directors, agents and employees, harmless from and against any claim, demand, action, losses, damages, liabilities, costs and expenses (including reasonable attorneys’ fees and expert’s fees), made by any third party due to or arising out of: (a) User’s violation of this Agreement; (b) User’s wrongful Use or misuse of the App; and/or (c) User’s violation of any applicable laws or regulations.
Catalyst Connect shall defend, indemnify and hold User harmless from and against any third party claim arising out of actual infringement of such third party’s Intellectual Property Rights, solely to the extent such claims are directly attributable to User’s Use of the Application pursuant to the terms of this Agreement. If such a claim is made, Catalyst Connect shall, at its own expense and option, exercise one of the following remedies: (a) procure for User the right to continue using the Application and/or Services; or (b) replace or modify such Application and/or Services so that they become non-infringing; or (c) terminate the Agreement and refund any moneys prepaid by User to Catalyst Connect for Services not yet rendered to User. This Section 7.1.2 states Catalyst Connect’s entire liability and User’s exclusive remedy for infringement or misappropriation claims relating to the Application and/or Services. Catalyst Connect shall have no obligation to indemnify User to the extent that such claims arise as a result of: User’s combination of Services with other products or services not reasonably foreseeable by Catalyst Connect and such infringement or claim could have been avoided in the absence of such combination; User’s modification and misuse of the Services, not in compliance with this Agreement, where such infringement or claim could have been avoided in the absence of such modification or misuse.
The indemnifying Party’s indemnification obligations under Section 7.1 are conditioned upon the indemnified Party: (a) giving prompt notice of the claim to the indemnifying Party; (b) granting sole control of the defense or settlement of the claim or action to the indemnifying Party (except that the indemnified Party’s prior written approval will be required for any settlement that reasonably can be expected to require a material affirmative obligation of or, result in any ongoing material liability to the indemnified Party); and (c) providing reasonable cooperation to the indemnifying Party and, at the indemnifying Party’s request and expense, assistance in the defense or settlement of the claim. In any event, the indemnified Party will have the option of participating in the defense at its own expense.
EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, Catalyst Connect MAKES NO REPRESENTATION, WARRANTY OR GUARANTEE AS TO THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY, TRUTH, AVAILABILITY, ACCURACY OR COMPLETENESS OF THE SERVICE OR ANY CONTENT OR TIMELY DELIVERY OF SHORT MESSAGE SERVICES (SMS). THE APP IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. Catalyst Connect EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.
Limitations on Liability
User expressly understand and agree that Catalyst Connect shall not be liable for any indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if Catalyst Connect has been advised of the possibility of such damages), resulting from the Use or the inability to Use the Services, due to downtime, server failure or otherwise or in any way relating to the Services.
Notwithstanding anything contained in this Agreement or otherwise, the total aggregate liability of Catalyst Connect to User in all events under any applicable laws for loss or damage arising out of this Agreement shall be limited to the Subscription Fees paid in the three (3) month period preceding the event giving rise to the claim. The forgoing limitations of liability will apply notwithstanding the failure of essential purpose of any limited warranty or remedy herein.
The Services are not intended to support or carry emergency calls to any Emergency Services. Neither Catalyst Connect nor its representatives will be liable under any legal or equitable theory for any claim, damage, or loss arising from or relating to the inability to Use the Services to contact Emergency Services.
In case of any act or omission of User that constitutes breach of this Agreement, including without limitation Section 2 (Access and Use), User shall be solely liable for the payment of any penalties or expenses arising out of such breach. In addition, any penalties or expenses incurred by Catalyst Connect, SMS aggregators or operators are the liability of User. Upon receipt of such complaints, Catalyst Connect reserves the right to disable User’s account. User agrees that Catalyst Connect merely provides User a platform of communication via its Application and does not verify or validate the intent of the messages, its recipient or the content of those messages. User is solely responsible for the intent and content of the messages that it sends, and any violation with respect to or arising out of the same.
User further acknowledges and agrees that Catalyst Connect has contractual relationships with various SMS aggregators and network operators in order to facilitate the relaying/transmission of messages from the application to the authorized recipient and User understands and acknowledges the significant role of the aggregators and operators in the performance of the Services and that Catalyst Connect shall not be liable for any claims arising out of any such dependency on the SMS aggregators and or network operators.
Notwithstanding anything else in the Agreement or otherwise, Catalyst Connect may monitor User’s use of the Services and use User Data in an aggregate and anonymous manner, compile statistical and performance information related to the provision and operation of the Services, and may make such information publicly available, provided that such information does not incorporate identifiable User Data and/or identify User’s Confidential Information and provided further that Catalyst Connect may not view or make any use of the data of User’s end users. Catalyst Connect is and shall remain sole owner of all Intellectual Property Rights in and to such information.
Notwithstanding anything in this Agreement to the contrary, Catalyst Connect will be excused from performance hereunder for any period and to the extent that it is prevented from performing pursuant hereto, in whole or in part, as a result of delays caused by User or third parties not managed by Catalyst Connect or a Force Majeure Event, and such non-performance will not be a default hereunder or a ground for termination hereof provided that Catalyst Connect uses commercially reasonable efforts to mitigate the effects of the Force Majeure Event. User acknowledges that website operations are affected by numerous factors outside of Catalyst Connect’s control.
For purposes of this Agreement, “Force Majeure Event” means an act of God, war (whether or not actually declared), armed conflict or the serious threat of the same, hostility, blockade, military embargo, sabotage, insurrection, rebellion, act of a public enemy, riot or other act of civil disobedience, governmental act, judicial action, explosion, act of terrorism or threat thereof (including cyberterrorism), natural disaster (including without limitation asteroid strikes or volcanic activity), violent storm (including without limitation hurricanes, tornados or blizzards), atmospheric disturbance (including without limitation geomagnetic storm, solar flare or sun outage with respect to electricity grids, transformers and satellite transmissions), destruction by lightning, fire, earthquake, tsunami, flood, plague, epidemic, pan-epidemic, quarantine, civil commotion, strike or lockout or labor dispute (excluding for the avoidance of doubt strikes of Catalyst Connect’s staff), satellite malfunction, prolonged internet outage, communications line failure or power failure.
This Agreement constitutes the entire understanding between User and Catalyst Connect with respect to the subject matter hereof. This Agreement may not be extended, amended or superseded except by agreement in writing between the Parties. Neither Party may assign this Agreement without the other Party’s prior written consent (not to be unreasonably delayed, conditioned or withheld), and any purported attempt to do so is null and void, provided, however, that either Party may, without requiring the consent of the other Party, assign this Agreement and all of its rights under this Agreement to an assignee in the event of a merger, sale of assets of the business to which this Agreement is related, or consolidation. And, notwithstanding anything in this Agreement to the contrary, User agrees that Catalyst Connect may without requiring any consent of User (a) assign this Agreement to an affiliate of Catalyst Connect and/or (b) subcontract portions of the Services, provided that any such subcontracting arrangement will not relieve Catalyst Connect of any of its obligations here under.
This Agreement shall be governed by and construed and enforced in accordance with the laws of the State of California, United States, without regard to principles of conflict of laws. Each Party hereby agrees that the state and federal courts in California shall have exclusive jurisdiction over any dispute arising out of this Agreement. The failure of Catalyst Connect to exercise or enforce any right or provision of the Agreement shall not constitute a waiver of such right or provision. User agrees that regardless of any statute or law to the contrary, any claim or cause of action made by User arising out of or related to Use of the Services here under or the Agreement must be filed within one (1) year after such claim or cause of action arose or be forever barred. If any provision of the Agreement is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the Parties’ intentions as reflected in the provision, and the other provisions of the Agreement shall remain in full force and effect. The relationship between the Parties is that of independent contractors and no agency, partnership, franchise, joint venture or employment relationship is intended or created by this Agreement. This Agreement may be executed in counterparts, each of which shall be deemed an original, and all of which together shall constitute one and the same agreement. Delivery of an executed counterpart of this Agreement by facsimile, PDF or any other reliable means shall be effective for all purposes as delivery of a manually executed original counterpart.
1. Agreement Overview
Terms and conditions of sale for Catalyst Connect for the provisioning of services required to support and sustain the Zoho product extensions. The purpose of this Agreement is to define elements and outline protocols around service support and delivery for the products developed by Catalyst Connect. Catalyst Connect’s terms and conditions of sale and use governs this agreement where scope and services outside of this agreement are concerned.
The following Catalyst Connect and You will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Catalyst Connect: (“Provider”)
3.1 Provider’s one time set up fee and a monthly license fee. This price includes a full set up and integration between Catalyst Connect’s software, Twilio and Zoho using the standard connection.
3.2 At least one paid Twilio phone number is required for set up, to be paid directly to Twilio for use of Catalyst Connect Chat
3.3 At least one paid Zoho CRM subscription is required for set up, to be paid directly to Zoho.
3.4 Provider reserves the right to charge an hourly fee to correct any functionality errors relating to the Client’s misuse of Product or changes to settings in the Product portal
3.5 Client is solely responsible for all costs incurred by third party platforms including but not limited to user licensing, Phone number purchases, Voice and Text Message usage fees, API calls and any other fees assessed by any service connected to Catalyst Connect Chat.
4. Service Agreement
The following service level criteria are the responsibility of Provider in the ongoing support of this Agreement.
4.1. Service Scope
The following Services are covered by this Agreement:
- Telephone support during the business hours of 9 AM to 5 PM, Arizona Time Zone
- Monitored email support during the business hours of 9 AM to 5 PM, Arizona Time Zone
- Scheduled remote assistance using Zoho Desk or Zoom during the business hours of 9 AM to 5 PM, Arizona Time Zone
No refunds will be provided for the set up fee. Customers may cancel at anytime by unsubscribing via my.catalystconnect.com and shall have access to the service for the remainder of the billing period. No partial refunds for cancellation.
Client agrees to abide by all laws governing communicating to people via voice and text message. It is the client’s responsibility to follow the terms of service for Twilio. Catalyst Connect is not responsible for blocked content, spam notifications or suspension of accounts and consumer complaints.
5. Client Requirements
Client is responsible for promptly submitting support tickets upon discovery of issues, items or functionality that impede proper use of the extension as defined by the “Catalyst Connect Chat User Guide.” The client responsibilities and/or requirements in support of this Agreement include:
- Payment for all required licenses across the required applications needed to launch the extension
- All pertinent login information to Third Party Applications
- Reasonable availability of client representative(s) when resolving a service related incident or request
- Submission of service support requests following Catalyst Connect’s template format:
- Select the Product this request is related to: “Catalyst Connect Chat”
- What would you like to discuss or accomplish?
- What issues have you run into so far? If so, what preceded the issues or errors you are experiencing?
- Do we currently have access to the system or app in question? If not please enter the credentials through the client portal
- Please provide screenshots of the issue
- Would you be able to reproduce the issue on a screen share or provide examples?
- User Notes
6. Catalyst Connect Requirements
Catalyst Connect responsibilities and/or requirements in support of this Agreement Include the following:
- Acknowledging receipt of all service tickets within one business day
- Appropriate notification to Client for any service performed that may interrupt the Client
- Updating the Client on progress and/or resolution within a specified time frame provided at the discretion of Catalyst Connect’s assigned Agent and dependent on the Service Level
- Resolving issues and support tickets within a specified time period as outlined in the Service Level Section
7. Usage and Exclusions
Provider will not guarantee, warranty or correct any issues or functionality errors relating to updates, upgrades or changes from Third Party Applications.
Provider will not be held responsible for the back-up of any data relating to Product. Message history will be logged in Twilio and Zoho and is the users responsibility to back it up.
Feature requests may be submitted by the Client at any time however, the Provider makes no promise or guarantee to implement any feature requests relating to the Product or software.
Catalyst Connect is not responsible for monitoring