Welcome to CatalystApp

GETTING STARTED

We're excited to be working with you and to start automating your business - saving you time, growing your sales and keeping you organised. We've put together some useful information about how we work and what you can expect from us!

ONBOARDING FORM

Our onboarding form collects key information to ensure we have what we need to get started and moving forward.

If you haven’t already completed this 5 minute process, please go here.

It will help speed things up, but if you don’t manage it, we will go through it with you on your first call.

To complete it, you will need (where relevant):

- Your Logins

- Your Logo

- A Google email that we can share files with
(if you don’t have a google account or you want to associate an existing email address you can see how to do this here)

PASSWORD SHARING

We NEVER share passwords via email!

We use 1Password (a secure password repository) to store logins.

We need passwords to be shared using the encrypted sharing service
onetimesecret.com.

No account is required, and the information you send is encrypted and will automatically expire after 7 days.

1. Simply copy & paste your list of passwords: URL, Username + Password (for each credential)

2. Share the link which is created (you will be prompted on screen)

3. If you choose to create a passphrase, share that with us (so we can open it)

4. We will then transfer all your credentials into our password repository.

HOW WE WORK

At CatalystApp, our number one priority is is to create a great customer experience by serving you and providing amazing results.

Data Handling

Data protection is one of our highest priorities and is integral to the way we work. Whilst working with us, we will….

- Use 1Password to safely and securely hold your login credentials.

- Only permit relevant team members to have access to your data (including credentials on 1Password).

- Be fully compliment with all relevant Data Protection legislation, including GDPR compliance laws.

Requests for Work

Request such as building new automations, amending existing automations or requesting training, should go directly to your coach during your calls.


Your coach will set the timeframe for completing this work, usually by your next call, and will add this work to the development pipeline. Our pipeline has a minimum 3-5 working-day turnaround for smaller tasks, and 7-10 working days for more complex matters.


Requests for new builds (from landing pages and email sequences to full automations) or updates to existing systems are submitted via our Work Request Form, which can be found on the left-hand navigation bar inside CatalystApp.

Requests will be reviewed on your next call and actioned thereafter.

Requests for Technical Support

Technical Support tickets should be submitted when something isn’t working as expected and might require a more urgent response.

Request for technical support are submitted via our Support Form which can be found on the left-hand navigation bar inside CatalystApp.


This will automatically open a support ticket and ensure that we handle your problem promptly and efficiently.

Email requests are likely to take longer as we may be less responsive on email.

Client Hub

Your Client Hub can be located on the left-hand navigation bar inside CatalystApp. You'll also be emailed the link as part of your onboarding (don't forget to book this).

Status Updates

Once we've completed work or resolved a technical support issue and are handing it back to you, this is where you'll find our handover details. The purpose of the Client Hub is to keep everything in one place, at the click of a link. You’ll be able to access your Client Hub directly via that link, on all devices (desktop and mobile).

Here’s how it works:

1.      When a piece of work or a technical support ticket is completed, your Client Hub will be updated. 

2.      You’ll receive an email notification to let you know each time your Client Hub has been updated.

3.      Each handover will include:

4.      A Loom video walkthrough (where appropriate)

5.      A written summary of what’s been completed

6.      Any relevant user guides to help you manage the system (where appropriate)

User Guides

The Client Hub will also house any user guides we create for you, enabling you to manage your system.

Client Handbook

This page is super important for understanding some of the key ways we work with you, including password sharing and management, how you can submit a ticket for technical support or a new work request, and quick links for all of these.

Rearranging a Call

We understand that things happen, and you may need to rearrange your strategic call. We ask that requests to change a meeting are received at least 48 hours in advance.

If you change, cancel, or miss your call with less than 48 hours’ notice, we cannot guarantee we will be able to rearrange that call.

Help Centre

Don’t forget to use our Help Centre, available in the same place on the left-hand menu.

Our knowledge base includes extensive support resources to help you confidently navigate your app, including:

  1. Step-by-step guides

  2. Articles

  3. Videos and images

Google Drive Folder

We will share a Google Drive folder with you to hold shared resources and assets such as your branding guide and company logo, our template for copy (to be completed when requesting new or updated email or SMS copy) and recordings of our calls.

What you can expect from CatalystApp:

  • Periodic check-in calls to align on strategy and next steps.

  • Work is planned in 2-week sprints following these calls. This structure gives us space to also handle urgent fixes or bugs in between. Depending on the volume, some requests might roll over into a second sprint. We’ll always follow up after each call with a clear summary of what’s been scheduled.

  • One key point of contact — this is really important for keeping things streamlined and avoiding crossed wires or duplicated effort. Having a single point of contact helps us manage the flow of information efficiently across the team. It also protects your time by reducing the back-and-forth — rather than juggling multiple conversations, you’ll always have one clear thread to work from. It’s a smoother experience for everyone, and helps us stay on track with priorities.

  • Visibility on timelines — whilst we will always do our best to accommodate, requests made outside of calls may not be actioned within the current sprint. We will let you know which sprint your request has been added to, so you know where it sits and when to expect it.

  • Task IDs - it’s our responsibility to provide you with task reference IDs for each piece of work/request.

What we need from you:

  • Bring a clear list of priorities or agenda items to our calls.

  • We completely understand that new needs may pop up between calls. Whilst we’ll always try to support you, we can’t always promise specific turnaround times outside of agreed sprint work.

  • We really appreciate your understanding that while some requests might seem quick, we have allocated set time and resources for each client. We stick to this so we can continue delivering fairly and consistently for everyone.

  • Please keep email comms streamlined — we’re cc'd into lots of threads! We’ll only action emails where we’re directly asked a question.

  • One key point of contact on your end too - this really helps us deliver efficiently and avoids any confusion. It’s the best way to make sure everything is coordinated and ensures we’re always responding to what matters most. It avoids duplicate requests coming through different channels, and keeps our team focused on delivery instead of administration. It also gives your team a centralised place to gather updates or report progress.

  • Task IDs - use the specific task reference ID when discussing a piece of work.