Support Policy
Katari Technologies Ltd · effective 2026-10-01
1. How to contact us
E-mail support@kataritech.com from an address registered in your organisation. Include your organisation’s short name and what you were doing when the problem happened. For suspected security incidents write to security@kataritech.com.
2. Support hours
Monday to Friday, 08:00 to 17:00 Atlantic Standard Time (Port of Spain), excluding public holidays in Trinidad and Tobago. Enterprise customers can report Priority 1 issues at any time.
3. Priorities and response targets
| Priority | Meaning | First response (Starter / Professional) | First response (Enterprise) |
|---|---|---|---|
| P1 | The Service is unavailable or a security incident is in progress | 2 business hours | 1 hour, at any time |
| P2 | A core function is failing with no workaround | 4 business hours | 2 business hours |
| P3 | A function is impaired but a workaround exists | 1 business day | 4 business hours |
| P4 | Questions, how-to and feature requests | 3 business days | 1 business day |
Free plan users receive help through the documentation and by e-mail on a best-effort basis.
4. Support access to your data
Our staff cannot see your organisation’s data unless one of your administrators approves a support access request in Settings, Support access. Approval gives read-only access without pay data, for the time approved (1 to 72 hours), and you can revoke it at any time. Every step appears in your audit log.
5. What support does not cover
Support does not include configuring your organisation’s pay, tax or statutory rules, legal or tax advice, or problems in systems you connect. We can provide this under a separate agreement.