Customer Support FAQs

Refer to the topics below to answer common questions about Katalon Customer Support.

How to access and login to Katalon Support Portal as an Enterprise user?

You can access the Katalon Support Portal in several ways:

• In Katalon Studio, click the question mark icon and choose Support portal and Sign in.

• In Katalon Platform, click your Profile icon and select Submit a Support Case. This will direct you to the Katalon Support Portal site.

• In the Admin view of your Katalon account, click the My Profile icon and select Submit a Support Case. This will direct you to the Katalon Support Portal site.

To log in, follow the steps below:

1. Click the Log in button on the top right-hand side.
2. Select On-Cloud Account > Katalon Account.

How to login Katalon Support portal as an On-Premises user?

If you are a Katalon Platform On-Premise user, you will receive an email along with a link to login to Katalon Support portal. When you click the link, you are prompted to set up login credentials on Katalon Support portal.

You can also follow the same steps detailed in How to login to Katalon Support Portal as an Enterprise user and select On-Premise account instead to login:

What service can I get from Katalon Customer Support?

The support service policies below are different from Katalon professional services and Katalon training services:

• Number of tickets: Unlimited (one-by-one basis)
• Helpdesk support: Yes
• Live chat: No
• Telephone support: No
• Response time: See Response Time

What Katalon is not responsible for?

• Issues not relating to Katalon Platform usage and inconsistent with the documentation or your license agreement for Katalon Platform;
• Requests to create test scripts or custom keywords;
• Issues relating changes from third-party services and products;
• Your failure to fulfill any of the following: (a) give Katalon reasonable access and usage of the Katalon Platform and your environment to diagnose and fix errors; (b) permit Katalon to use and access the log files generated by Katalon Studio Enterprise (KSE) or Katalon Runtime Engine (KRE); (c) make reasonable efforts to resolve issues using available documentations before contacting Katalon; (d) assure proper hardware configuration and installation for KSE or KRE and maintain the hardware, software, and systems on which KSE or LRE is installed; and (e) adequately back up data and systems related to KSE and KRE;
• Issues in KSE and KRE versions that are up-to-date;
• Errors or defects that are not reproducible by Katalon or that do not materially affect the operation of the KSE or KRE.

What type of request can I submit?

Here are two types of requests you can submit via the Support Portal:

• Error Reporting: An error refers to a material failure of a KSE version, KRE or Katalon Platform to perform substantially in accordance with functional specifications published in its documentation. Submitted errors will be verified by our development team. We will provide an estimated turnaround time towards resolving the issue, and will regularly update you of our progress.
• Feature Suggestion: Katalon will consider feature suggestions and assess them based on an evaluation by the product development team. Katalon will inform the submitter of the status of the suggestion.

Katalon Platform subscribers will be provided with Helpdesk accounts for product support. The number of Helpdesk accounts equals the number of your active valid licenses. There is no limit on the number of support requests you can submit to our Support Portal, but the ticket will be processed on a one-by-one basis.

You might also refer to Customer Support Policy.

What is the Support slot quota?

Support slot is offered to paid users who have purchased Katalon licenses. Paid users can submit a certain number of Customer Support cases according to the license they have subscribed to.

Each paid user is allocated with a single (1) support slot on Katalon TestOps. Refer to the following documentation for user permissions: Grant permission to access Support Portal.

Refer to the following for guidance on the number of support slots that come with your subscriptions:

• 1 KSE per-User = 1 slot
• 1 KRE Floating = 3 slots
• TestOps Premier package = 1 slot
• TestOps Ultimate package = 3 slots
• Visual Testing package = 1 slot

How to submit a Support case?

You can submit a new Support case from the Customer Portal.

1. Refer to the following section on accessing the Customer Portal, then login with your user credentials.

2. Scroll down and click the Submit a case button.

   

3. Provide all the required and applicable details in the Support Case form, including links, attachments, and files.

   Tip: When entering the Subject title of your new Support case, the field has a search functionality where it searches and displays all articles that are related to the title keywords. You may utilize this search feature and find answers without needing to complete your submission of your Support case.

4. Click Submit when done.

You submitted Support case will now be queued for resolution.

How to add attachments to your Support case?

There are two ways you can add files or videos as attachments to a Support case.

1. For your new Support case: Use the Upload File and Image icons to add relevant attachments from your local machine.

   

2. For an existing Support case: Use the Attachment, Add File, and Image icons to add relevant files, and then click Comment to save them.

   

How to reply to a Support Case?

1. Access your Support case from My Cases or by clicking the Case number from the toast notification immediately after submitting your Support case.
2. On your Support case, click the Comment field to type in the message in the rich text editor and add your comments.

   At this point. you can attach as many relevant files to resolve your Support case.

3. When done, click Comment to submit your updates.

How long does it take for Customer Support to respond?

We make commercially reasonable efforts to comply with the response time below:

Severity level	Monthly Subscribers	Annual Subscribers
Critical	16 business hours	16 business hours
High	36 business hours	24 business hours
Medium	60 business hours	48 business hours

• Critical level refers to issues where major functions and features of Katalon tools/product are inoperable and there is no effective workaround.
• High level refers to issues where major functions and features of Katalon platform have effective workarounds despite the error.
• Medium level refers to issues relating to minor functions and features of Katalon platform, for example reduced performance of operation time, style, user interfaces.

Our support team will review and investigate the reported issue and resolve them promptly. To help our team troubleshoot and assist with any issues, you should provide as much detailed information as possible, including execution logs, error logs, test artifacts, documentation. We will use that information to reproduce your issue and find a solution.

How to mark a case as solved or create a follow-up case?

1. To mark a Support case as Solved, on your support case, click Mark Case as Solved as shown below. Then confirm to close the Support case.

   Note: Only the Owner of the Support case can mark it as Solved. Katalon users cannot mark Support cases of other users as resolved.

   

2. To create a follow-up case to a Solved support case:

   1. On your Support case that has been marked as resolved, click Create the follow-up Case as shown below:

   2. Provide all required and applicable details in the form to create a follow-up Support case. Provide all required and applicable details in the form to create a follow-up Support case.

   3. Your Follow up Support Case has been created. Click Case Detail to view details or click Finish to continue.

How can I track submitted issues to the Katalon Studio GitHub repository?

You can track your submitted GitHub issues in https://github.com/katalon-studio/katalon-studio/issues.

All issues either come with a label that indicates the progress of the fix or solution to be or already applied.

We update release notes and all other versions on our official GitHub.

What are some resources to learn about Katalon Platform ?

There are many resources to learn how to use Katalon Platform:

• Katalon Documentation
• Katalon Community
• Katalon Academy
• Katalon YouTube channel
• Katalon Blog for product announcements, tips and tricks.

What are KSE and KRE products?

• Katalon Studio Enterprise (KSE) is an all-in-one test automation solution for Web, API, mobile, and Windows desktop application for both beginners and expert testers. KSE revolutionizes the use of open-source test automation frameworks such as Selenium and Appium by eliminating their technical complexities. This revolution allows developers and QAs to set up, create, run, report, and manage their automated tests efficiently. KSE is the paid license for teams and professionals to implement on scalable projects.

• Katalon Runtime Engine (KRE) is a test execution add-on of Katalon Studio that is used for executing tests via the console mode and/or command line interface (CLI). You can use the Runtime Engine in scenarios such as scheduling tests, integrating tests with CI/CD systems, or bundling tests with virtual containers.

ideaExchange FAQs

• What is ideaExchange?

  • ideaExchange is a platform for sharing ideas with users, experts, and product managers of the Katalon tools/products.

• How do I post an Idea?

  • Before you post an Idea, go to the All Ideas tab and use Search to check if your idea has similar or duplicate entries.

    If you can find the one that is appealing to you, upvote the idea to show your support.

    If you can't find anything similar or duplicate, click the Post Ideas tab and fill out the form.

    Include a clear and descriptive title, select a category, fill in the description, and click Post Idea to publish it to ideaExchange.

    Please make sure to submit your idea successfully before leaving the page. Similar ideas will appear as you fill out your idea. You cannot edit your Idea after publishing.

• How does voting work?

  • You can vote on Ideas by clicking on Upvote. Your upvote will be counted as one (1) to an Idea's total vote. The points from your votes help us keep track of the most popular Ideas. You may vote for as many ideas as you want, but you can only cast one vote per Idea.

• How can I increase the votes for my ideas?

  • If there is an Idea that you think other community members would benefit from, promote it! You can share the Idea through social channels, tell your friends, followers, and coworkers know about the Ideas you care about and generate votes! Your social circle can view your Ideas as long as they can log into the Support Portal.

• How can I engage with ideaExchange?

  • At the moment, we do not offer the ability to comment on another user's Idea. If you want to comment on your Idea or prioritize your Ideas, you can utilize the comment feature. Here is an example:

• What can I do if I need help?

  • Go through our product documentation. Submitting a case is your first step, especially if you are looking a feature, solution, or a fix for an existing issue.

ideaExchange Status definitions

When you view an Idea in

ideaExchange, the gray box underneath the Idea title lets you know the progress of your Idea. Refer to the following status definitions below:

• Submitted: the Idea has been submitted and is available for voting by the community. The Katalon team may provide comments on trending open Ideas to gain more information from the community and/or to indicate whether the Idea might be considered for a release.
• Received: the Idea has been received and in-review by the Katalon Support Agent.
• Up for Consideration: The Idea is being considered for a future release and Product Managers need the community's vote in the ideaExchange Prioritization process. Examples of Ideas that have gone through this process can be found at All Ideas.

• More information Required: The Katalon team needs further information from the submitter regarding their scenario, example, etc.

• Not Planned: The Idea is considered for our short or long term road map. No further updates will be made to the Idea unless our future road map changes.

• On Roadmap: The Idea is confirmed in the roadmap already.

• Merged: The Idea will be merged to a similar idea submitted previously.

• Building: The Idea is being built and will be delivered in future releases.

• Testing: The Idea is in testing process.

• Partially Delivered: Only parts of the Idea are delivered and are available in the release. The Idea will be updated if the undelivered parts are in the road map.

• Completed Delivered: The Idea is delivered and available. No further updates will be made to the Idea and voting will be disabled.

An idea will have one of the following statuses when a solution exists, or if it is NOT considered for our current or future road map:

• Existing feature: The Idea is an available feature within Katalon tools/products. No further updates will be made to the Idea.

• Solutions Available: The Idea is not on our roadmap, but a solution or workaround is currently available. No further updates will be made to the Idea unless future roadmap plans change.

• Closed - Never: The Idea will not be considered or delivered. This may be because it does not strategically align to the product or could lead to a compromise in Katalon's Value of Trust.

Rule of engagement in ideaExchange

We love your enthusiasm about our products and we highly encourage you to infuse that energy into ideaExchange. To ensure the environment is welcoming and collaborative, we have established the following rules of engagement:

• Be Respectful. Do not make any personal attacks on ideaExchange. Always be courteous to other members and the Katalon administration teams.

• Avoid obscene, indecent, hateful, offensive, defamatory, abusive, harassing, or profane language and materials.

• Do not share confidential information. The ideaExchange is not an appropriate forum for sharing confidential information. This includes screenshots and other classified and/or sensitive data. If you need to in order to drive a point, we recommend using an editing tool to blur our confidential data or utilize a use case that is known public domain. For more information, see Security and Privacy FAQ.

• No Spamming. Do not post advertisements or promotions of products or services.

We reserve the right to remove your comment, idea, or profile if you fail to comply to our standards.