Premium
Ensure your business continuity with guaranteed services quick turnaround support.
3 Helpdesk accounts
Unlimited requests, process 3 tickets at a time
Respond within 18 business hours
Eligible for additional account requests
Learn more
$
5,000
/year
Subscribe
Solution
Receive consulting and implementation services to successfully deploy automation to your business
Testing consultation
Testing implementation
Testing deployment
Katalon Studio customization
Learn more
$
30,000+
Talk to Sales
Trusted by
Terms of Service
Customers of Katalon Support Services will be provided one or multiple Helpdesk accounts to submit an unlimited number of support requests on our Support Portal. You can submit, view, and manage your support requests 24/7.
Here are three types of requests you can submit:
Use and Operation: For questions about general use and operation of Katalon Studio
Katalon’s assistance with these requests does not extend to issues specifically to the application under test (AUT), network, operating system (OS), hardware, database, or operational and environmental factors that are not within the direct control of Katalon.
Requests to create test scripts or custom keywords are also not included in Katalon services.
Error Reporting: For requests related to errors.
An “error” means a material failure of Katalon Studio 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 to you.
Features: For requests to add features to Katalon Studio.
We will consider your feature requests and provide an assessment. You will be notified of the status of your request.
Support service exclusion
Please note that Katalon Support Services do NOT include support via phone call. We also do NOT cover consultation for test automation—only inquiries related to Katalon Studio product usage.
Helpdesk Account & Support Project
Helpdesk account
Please note that Helpdesk accounts are not assigned to every individual user, but to each project that Katalon supports. One Helpdesk account is used to serve one single project only.
Support request
You can use one Helpdesk account to submit multiple requests or support requests that are in accordance with Katalon Studio’s requests policies. You can submit more than one support requests at a time. However, we will process all requests on a single-thread basis, one by one, in order to ensure a coherent and efficient support flow between you and Katalon team.
Additional account request
Subscribers of the Business package are NOT eligible to request additional accounts.
You may request more accounts at the price of $1,000 and prorated $1,000 per one account per year, respectively.
License agreement and support policy
Please refer to Katalon Studio support policy and license agreement.
FAQs
General
Does Katalon offer free support?
Yes. Besides the paid support services, we have a forum for community support, and a resources center with manuals and tutorials from our experts.
What language do Katalon Services support?
Our services are available in English.
I need help with automation strategy consultation and test case creation.
The Solution Support Service offers consultation and implementation of automation strategies. Please contact our Sales team to assist with your automation needs.
Do you have any reseller partner programs?
Please contact our Sales team for details.
How can I change the email address of my account?
Please contact us at business@katalon.com.
Can I share my Helpdesk account with teammates?
Yes. Members of Katalon Support Services can leverage Helpdesk account(s) to seek help, as long as the requests comply with our policy (e.g. the number of support projects and requests).
However, we highly recommend you to communicate with our agents through a representative, in order to ensure a streamlined support process between both parties.
Does Katalon support demonstrating and presenting Proof of Concept (POC)?
Yes. Our monthly business package is specifically designed for POC. You could purchase one month of support via credit card to try out our Support Services capabilities, and upgrade to the annual plan as an option.
Can I ask any technical questions during the demo calls?
Yes. However, please be mindful that demo calls are between you and Katalon sales team, instead of the technical team. You may ask technical questions related to the general use of Katalon Studio, such as product features, system requirements, environment, etc. The purpose of this call is for you to gain a better understanding of Katalon services offerings and capacity.
What are my benefits if I subscribe to Support Service, compared to only using Katalon Studio?
You may choose to use Katalon Studio without expert assistance or subscribe to Katalon Support Services. Subscribers of Katalon Support Service will receive:
• Customized support from experts for your projects’ issues
• Security assurance
• Ensured continuity of projects to deliver in time
• Save time from forum inquiries submission and self-research
Account
I have purchased a support package. What's next?
1. You will receive a confirmation email shortly after the purchase
Click on the attached link in the email to register for a Helpdesk account on Katalon Support Portal. You can use a different email address from the one you used to purchase the service.
If you have any problems creating Helpdesk accounts, please contact us at business@katalon.com
Payment
My payment is not accepted.
If your payment is not accepted, please make sure:
• All payment information is correct
• There are sufficient funds in your account
• Your payment card is not blocked because of unusual or suspicious activities
If you still have problems with payment, please contact us via business@katalon.com.
Cancellation and Renewal
Cancellation and refunds
You may cancel your service at anytime by emailing us at business@katalon.com. However, there is no refund for the remaining duration of the service.
Service renewal process
For annual subscriptions, you will receive a notification email 30 days prior to the renewal date. Both annual and monthly subscriptions will be automatically renewed. If you do not wish to renew the service, please inform us at least three business days prior to your renewal date to avoid recurring charge.
Training and Tutorials
Is there a list of other online training available?
Yes. We have a couple of training options available. You can check at our Training Services page to find out.
For free online resources, please visit Udemy for a list of online courses about Katalon Studio, from basic to advanced levels.
Is it possible for us to have a demo of Katalon Studio?
Yes. You can contact Katalon sales team to request for a demo at business@katalon.com. A demo typically last for 30 minutes. Prior to the demo, please fill out this pre-demo survey form. We will evaluate your request and if feasible, will arrange a date and time to perform a demo.
We also have two YouTube channels that provide from basic-to-advanced tutorial videos, created by Katalon Studio's evangelists: