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, 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.
See also: Customer Support Policy