Contact Support
Overview
Need help with Defense Catalyst? This page explains how to get support, what information to provide, and what to expect.
Before Contacting Support
Save time by checking these resources first:
Self-Service Resources
Documentation:
- Troubleshooting Hub - Common issues and solutions
- Error Reference - Error codes and fixes
- Integration Guides - Setup instructions
- FAQ - Frequently asked questions
Search:
- Use search function in documentation
- Check changelog for recent changes
- Review integration-specific docs
Community:
- Community forum (if available)
- User discussions
- Shared solutions
How to Contact Support
Email Support
General Support:
- Email: help@defensecatalyst.com
- Response time: 24-48 hours (business days)
- For non-urgent issues
Security Issues:
- Email: security@defensecatalyst.com
- Response time: 24 hours
- For security concerns only
Billing Questions:
- Email: help@defensecatalyst.com
- Response time: 24-48 hours (business days)
- For account and billing issues
Emergency Contact
For Critical Issues Only:
- Phone: [Emergency phone number]
- Available: 24/7 (Enterprise customers)
- Use for: Production outages, security incidents
What Qualifies as Critical:
- Complete service outage
- Data breach or security incident
- Critical business impact
- Affects multiple users
What to Include in Your Request
Required Information
1. Workspace ID
Where to Find:
- Go to Settings
- Click Workspace
- Copy Workspace ID
Format: ws_xxxxxxxxxxxxx
Why We Need It: Identifies your account and environment
2. Flow ID (if applicable)
Where to Find:
- Open the flow
- Click Settings or Info
- Copy Flow ID
Format: flow_xxxxxxxxxxxxx
Why We Need It: Identifies the specific workflow
3. Run ID (if applicable)
Where to Find:
- Open run details
- Look for Run ID at top
- Copy Run ID
Format: run_xxxxxxxxxxxxx
Why We Need It: Identifies the specific execution
4. Timestamp
What to Include:
- Date and time of issue
- Include timezone
- Be as specific as possible
Format: 2026-01-18 14:30:00 UTC
Why We Need It: Helps us find relevant logs
5. Error Message
What to Include:
- Exact error text
- Error code (if shown)
- Full error details
- Don’t paraphrase
Example:
[CONNECTION_INVALID] Connection credentials are invalid or expired
OAuth token has expired. Please reconnect.
Why We Need It: Identifies the specific problem
Helpful Information
Screenshots
What to Capture:
- Error messages
- Run details view
- Configuration screens
- Unexpected behavior
How to Attach:
- Use support portal for large files
- Attach to email (< 10 MB)
- Use image hosting for very large files
Tips:
- Capture full screen when possible
- Include relevant context
- Highlight important areas
- Multiple screenshots if needed
Steps to Reproduce
Format:
1. Go to flow builder
2. Add Slack action
3. Click "Connect"
4. Authorize with Slack
5. Error appears: [error message]
Why It Helps: Allows us to recreate the issue
Expected vs Actual Behavior
Expected:
Flow should send Slack message when webhook receives data
Actual:
Flow runs successfully but no Slack message appears
Why It Helps: Clarifies the problem
Recent Changes
What to Mention:
- Did you modify the flow recently?
- Did you update any connections?
- Did external service change?
- Did you change any settings?
Example:
I updated the Slack connection yesterday and the flow stopped working today
Environment Details
For UI Issues:
- Browser and version (Chrome 120, Firefox 121, etc.)
- Operating system (Windows 11, macOS 14, etc.)
- Screen resolution
- Any browser extensions
For API Issues:
- API client used
- Request/response details
- Headers sent
- Authentication method
Support Request Template
Copy and Fill Out
Subject: [Brief description of issue]
REQUIRED INFORMATION:
Workspace ID: ws_xxxxxxxxxxxxx
Flow ID: flow_xxxxxxxxxxxxx (if applicable)
Run ID: run_xxxxxxxxxxxxx (if applicable)
Timestamp: 2026-01-18 14:30:00 UTC
ERROR MESSAGE:
[Paste exact error message here]
DESCRIPTION:
[Detailed description of the problem]
STEPS TO REPRODUCE:
1. [First step]
2. [Second step]
3. [Third step]
4. [Error occurs]
EXPECTED BEHAVIOR:
[What should happen]
ACTUAL BEHAVIOR:
[What actually happens]
RECENT CHANGES:
[Any recent modifications]
TROUBLESHOOTING ATTEMPTED:
- [What you've tried]
- [Results of attempts]
ENVIRONMENT (if UI issue):
Browser: Chrome 120
OS: Windows 11
Screen: 1920x1080
ATTACHMENTS:
- Screenshot 1: [description]
- Screenshot 2: [description]
Response Time Expectations
Standard Support
Initial Response:
- Business hours: 4-8 hours
- After hours: Next business day
- Weekends: Next Monday
Resolution Time:
- Simple issues: 1-2 business days
- Complex issues: 3-5 business days
- Requires investigation: 5-10 business days
Business Hours:
- Monday-Friday
- 9 AM - 5 PM EST
- Excluding holidays
Priority Support (Enterprise)
Initial Response:
- Critical: 1 hour
- High: 4 hours
- Medium: 8 hours
- Low: 24 hours
Resolution Time:
- Critical: 4 hours
- High: 1 business day
- Medium: 3 business days
- Low: 5 business days
Availability:
- 24/7 for critical issues
- Business hours for non-critical
Escalation Process
When to Escalate
Escalate if:
- No response within expected time
- Issue is more urgent than initially thought
- Problem is getting worse
- Multiple users affected
- Business-critical impact
How to Escalate
Step 1: Reply to existing ticket
- Mark as urgent
- Explain increased severity
- Provide business impact
Step 2: Contact escalation email
- Email: escalations@defensecatalyst.com
- Include original ticket number
- Explain why escalating
Step 3: Emergency contact (Enterprise only)
- Call emergency number
- Reference ticket number
- Explain critical impact
Issue Priority Levels
Critical (P1)
Definition:
- Complete service outage
- Security breach
- Data loss
- Affects all users
Response: 1 hour (Enterprise), 4 hours (Standard)
Examples:
- Platform is down
- Data breach detected
- Cannot access any flows
- All runs failing
High (P2)
Definition:
- Major feature not working
- Affects multiple users
- Significant business impact
- Workaround not available
Response: 4 hours (Enterprise), 8 hours (Standard)
Examples:
- Integration completely broken
- Cannot create new flows
- All runs for specific flow failing
- Connection system not working
Medium (P3)
Definition:
- Feature partially working
- Affects single user
- Workaround available
- Moderate business impact
Response: 8 hours (Enterprise), 24 hours (Standard)
Examples:
- Specific action failing
- UI rendering issue
- Performance degradation
- Non-critical feature broken
Low (P4)
Definition:
- Minor issue
- Cosmetic problem
- Feature request
- Question
Response: 24 hours (Enterprise), 48 hours (Standard)
Examples:
- Typo in UI
- Feature enhancement request
- Documentation question
- How-to question
What to Expect
Support Process
1. Ticket Created:
- Automatic confirmation email
- Ticket number assigned
- Initial response time estimate
2. Initial Response:
- Support agent reviews issue
- May ask clarifying questions
- Provides initial assessment
3. Investigation:
- Agent investigates problem
- May request additional information
- Keeps you updated on progress
4. Resolution:
- Solution provided
- Verification requested
- Ticket closed when confirmed
5. Follow-up:
- Satisfaction survey
- Feedback opportunity
- Documentation updated if needed
Communication
How We’ll Contact You:
- Email to address on ticket
- Updates in support portal
- Phone (for critical issues)
What We’ll Provide:
- Regular status updates
- Clear explanations
- Step-by-step solutions
- Documentation links
What We Need from You:
- Timely responses to questions
- Testing of proposed solutions
- Confirmation when resolved
- Feedback on experience
Common Support Scenarios
“My flow isn’t working”
We’ll Need:
- Flow ID
- Run ID of failed execution
- Error message
- Recent changes
We’ll Check:
- Flow configuration
- Connection status
- Run logs
- External service status
“I can’t connect to [service]”
We’ll Need:
- Which service
- Error message
- Connection attempt timestamp
- Account type (free/paid)
We’ll Check:
- Connection configuration
- OAuth flow
- API status
- Known issues
“My data isn’t mapping correctly”
We’ll Need:
- Flow ID
- Run ID showing issue
- Expected vs actual data
- Screenshots of mapping
We’ll Check:
- Data structure
- Mapping configuration
- Previous step output
- Data transformations
“I’m getting rate limited”
We’ll Need:
- Which service
- Flow execution frequency
- Error message
- Run IDs
We’ll Check:
- Rate limit details
- Usage patterns
- Optimization opportunities
- Plan limits
Feedback
After Your Issue Is Resolved
Survey:
- Short satisfaction survey
- Rate your experience
- Provide feedback
- Suggest improvements
Your Feedback Helps:
- Improve support quality
- Identify documentation gaps
- Enhance product
- Train support team
Additional Resources
Knowledge Base
Access: [help.defensecatalyst.com]
Contents:
- How-to articles
- Video tutorials
- Best practices
- Common solutions
Community Forum
Access: [community.defensecatalyst.com]
Features:
- Ask questions
- Share solutions
- Connect with users
- Vote on features
Status Page
Access: [status.defensecatalyst.com]
Information:
- Current system status
- Scheduled maintenance
- Incident history
- Subscribe to updates
Contact Information Summary
| Type | Contact | Response Time |
|---|---|---|
| General Support | support@defensecatalyst.com | 24-48 hours |
| Security Issues | security@defensecatalyst.com | 24 hours |
| Billing | billing@defensecatalyst.com | 24-48 hours |
| Emergency (Enterprise) | [Phone number] | 1 hour |
| Escalations | escalations@defensecatalyst.com | 4 hours |
Related Documentation
- Troubleshooting Hub - Self-service solutions
- Error Reference - Error codes
- FAQ - Common questions
- Getting Started - Basic help
We’re here to help! Don’t hesitate to reach out if you need assistance.