Cognexo support is available Monday to Friday, 09:00–17:00 UK time, with a 97% uptime target. Tickets are prioritized from P1 (urgent) to P4 (low), with specific response and resolution times. Issues escalate from L1 (customer) to L4 (director) if unresolved. Cognexo commits to managing tickets, updates, and platform development, while customers provide a single contact and keep data accurate. Maintenance, backups, disaster recovery, and account management processes are detailed for service reliability.
Support Hours & Platform Availability
Standard support runs Monday to Friday, 09:00–17:00 UK time, excluding UK Bank Holidays. Raise tickets via the support portal or by email during these hours.
Cognexo targets 97% platform uptime per calendar month. A few things to note:
- SLAs are suspended while disaster recovery is active and reinstated once normal service resumes
- Planned maintenance is scheduled outside standard hours wherever possible, with advance notice
- Emergency maintenance notices are issued as promptly as possible, including expected duration and impact
Incident Priorities & Response Times
When you raise a ticket, we assign a priority based on business impact and urgency. All times are business hours. Timers start the moment a ticket is raised.
| Priority | Level | What it means | First response | Resolution target |
| P1 | Urgent | Platform down, security risk, or severe user impact | 1 hour | 4 hours |
| P2 | High | Major feature unavailable or large portion of users affected | 4 hours | 8 hours |
| P3 | Normal | Small number of users affected or minor inconvenience | 12 hours | 24 hours |
| P4 | Low | Cosmetic issues or queries — no core functionality impacted | 24 hours | 48 hours |
First response = ticket acknowledged and assigned. Resolution target = working fix or agreed workaround delivered.
How Escalation Works
Most issues are resolved at L2. For serious incidents or SLA breaches, escalation happens automatically.
| Level | Who's involved | What happens |
| L1 | Customer first line | Your internal helpdesk handles initial triage. If it's beyond their scope, they log a ticket with Cognexo. |
| L2 | Cognexo Support Team | All tickets land here first. The team investigates, keeps you updated, and resolves within SLA. |
| L3 | Cognexo Engineering & Head of Customer | Triggered by unresolved P1/P2s or any SLA breach. Senior engineers take over with regular status updates. |
| L4 | Director | For repeated SLA breaches or unresolved complaints. A formal resolution plan and written incident report are issued. |
What We Each Commit To
Cognexo will:
- Manage all tickets and requests within agreed SLA timeframes
- Keep you updated throughout any open incident
- Report on service performance against agreed targets on an ongoing basis
- Continue developing the platform and its functionality
- Ensure support staff are trained to the appropriate technical and customer service standard
Customers will:
- Provide a single point of contact and first-line support for internal users
- Ensure your IT team knows how to log tickets with Cognexo
- Keep user data accurate, including unique identifiers like employee ID or email address
- Notify Cognexo promptly when authorised contacts change (name, email, phone)
- Brief relevant internal stakeholders on the platform and support process
Maintenance, Backup & Disaster Recovery
Maintenance
- Capacity increases are planned at least one month ahead of requirement
- You'll receive at least one month's advance notice of any capacity changes or upgrades that may affect your service
Backup
- Daily incremental backups of all data, functionality, and infrastructure
- Weekly full backups of all data, functionality, and infrastructure
- Files can be retrieved from backup within 48 hours of a formal request
Disaster Recovery
In the event of a major incident affecting normal service:
- Full impact and recovery plan communicated to you as soon as possible
- Decision on invoking contingency procedures agreed within 24 hours
Account Management
Enterprise customers have a dedicated Customer Success Manager responsible for the health of the relationship and proactive communication.
- A typical review covers SLA performance, open incidents, upcoming changes, product roadmap, and customer feedback
- Service performance is monitored and reported throughout the year — not just at QBRs
- Both parties are responsible for keeping nominated contact details up to date