Product Support
How can we help?
This page is designed to provide you with access to one of our teams so we can better support you.
If you have a technical issue such as a fault with how the product is working, our Support team will be pleased to help you. More information on that team is below, including how the customer support process operates.
Customer Success
If you are not seeking to raise a ticket, but have a question about how you might achieve certain outcomes, or you want to discuss an automation idea, develop some CORTEX know-how quickly, or help of this kind, you can contact our customer success team for some assistance.
Customer success is a service We Are CORTEX provides directly. It is to compliment our Support team and our Training function. If you are unsure where to direct your query, please feel free to email either Support or Customer Success and they will direct you accordingly.
You can contact Contact Success at customer.success@wearecortex.com
Support contact details are below.
The Support Service
Product support covers the CORTEX platform, block functionality and documented features of CORTEX, along with associated CORTEX service modules which underpin the CORTEX product.
CORTEX product support does not include assistance regarding any solution built with CORTEX.
CORTEX will provide a workaround to address an incident whenever possible.
CORTEX will provide access to new revisions and hot fixes whenever possible. In order to perform diagnosis CORTEX may require remote access to the CORTEX solution and or assistance to reproduce the incident.
CORTEX product support does not include support for any incident caused by other software packages or environments connected via CORTEX interfaces.
The Service Desk
CORTEX provides a service desk and incident response during UK Office Hours.
Monday to Friday, 0900 to 1700 (GMT) excluding UK public holidays.
All CORTEX support services are available to customers on an SLA basis. The service portal knowledge-base, informational and non-SLA services are available to all customers, with additional services available to certified engineers.
CORTEX service portal: This service is available to end users to access our detailed knowledge-base and client case history 24 hours per day, 7 days per week available via support.wearecortex.com
Certified Engineers: All CORTEX engineers certified to at least foundation level will be granted direct access to the CORTEX service portal and access to our dedicated team of support engineers. Certified engineers may raise new cases or query an open case in the portal.
Incidents
The incident follows a broad path as outlined by the figure below.
Once a case has been raised, it is acknowledged (response) and then investigated, which may involve access to the customer's CORTEX solution. Once a suitable resolution has been found, a solution is offered to the case.
Alternative contact
In the event of the CORTEX Service Portal not being available, cases may also be raised:
By telephone: +44 2382 54 8999 (GMT Office Hours)
By email: Click here to contact us by email.
The email must include, as a minimum, the following information:
- System operation
- Impact Level
- Urgency Level
- Description of the issue
Software Service Level Agreement
The service levels are target service levels for CORTEX internal performance measures.
We Are CORTEX may share the performance statistics generated by CORTEX with the Customer for information only. CORTEX does not warrant the performance of Support Services. The SLA response only runs during UK office hours.
Software Severity Business Impact levels and corresponding response and target fix times.
Note: Resolutions may include the provision of technical ‘workaround’ which address the behaviour.
Hour = Business Hour, as defined in our Standard Terms
Day = Business Day, as defined in our Standard Terms
| Level | Business Impact | Target | Resolution |
|---|---|---|---|
| 1 | Critical: Operations are severely affected. The Solution or major components of the Solution are inoperable, and no work around exists. | 1 Hour | Hot Fix |
| 2 | High: Operations are detrimentally affected or at significant risk of failure. The Solution or major components of the Solution are inoperable, and no work around exists. | 1 Hour | Hot Fix |
| 3 | Medium: A minor component or function is inoperable or not working correctly, or a Problem exists in a major component, but a temporary work-around is available. | 1 Day | Planned for next appropriate release |
| 4 | Low: A Problem is detected which has no real effect on the daily operations, or for which a permanent work-around is available. | 2 Days | Planned for next major release |
| 5 | None: A request for information, a cosmetic change is proposed, or a new feature is requested. | 2 Days | Next user group review |