Prioritizing Your Success
24/7 Support by Your Side
STANDARD SUPPORT
Every Cognigate client receives standard support as part of their implementation package.
This ensures you always have a reliable baseline of assistance.
What’s included:
🕘 Business-hours email support (Monday–Friday, 9am–6pm local time).
📚 Access to documentation, knowledge base articles, and FAQs.
🔄 Bug reporting and basic troubleshooting.
🛠️ Minor configuration guidance during warranty/transition period.
✅ Service request logging with response within agreed timelines.
Standard Support ensures that all clients have access to essential help and knowledge resources at no additional cost.
PREMIUM SUPPORT
For clients who need faster responses, 24/7 availability, proactive monitoring, and advisory services, we offer Premium Support as an optional upgrade.
Premium Support includes everything in Standard Support plus:
📞 24/7 Access & Priority SLAs
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Round-the-clock availability by phone, email, and chat.
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Priority response and resolution times compared to standard support.
👩💼 Dedicated Account Manager
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A single point of contact for escalations, planning, and roadmap alignment.
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Quarterly reviews to ensure your system is aligned with evolving needs.
🎓 Training & Enablement
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On-demand admin and user training refreshers.
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Onboarding support for new employees and departments.
🔄 Proactive System Health Checks
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Quarterly optimization reviews to keep your platforms reliable and future-ready
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Recommendations for adoption, feature usage, and compliance.
📊 Reporting & Insights
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Custom dashboards on support usage, incident trends, and adoption rates.
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Executive reports for management visibility.
💡 Advisory Hours
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Access to Cognigate experts for configuration improvements.
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Guidance on new features, upgrades, and best practices.