CatapultK provides customers with a dedicated team who will serve as the initial point of contact and provide swift responses to user incidents, user questions and escalation where necessary. Our team have a broad knowledge base covering common queries and resolutions. The team will troubleshoot basic issues, answer frequently asked questions (FAQs), and provide initial guidance using proven solutions and established troubleshooting techniques.

For issues that require further technical expertise, they are escalated to the 2nd Line support, who can provide further in-depth knowledge of the Kantata product.

The 2nd Line support team at CatapultK will tackle intricate issues that require more advanced troubleshooting and analysis. They will diagnose root causes, establish a remedy, and may involve functional consultants if needed.

The goal is to resolve complex problems efficiently, often working directly with our customers over multiple interactions.