Support Hours

Tier 1
Monday-Friday
8AM-5PM EST

Tier 2
Monday-Friday
5AM-8PM EST

Tier 3
Monday-Friday
24 Hours

Reach Us By Phone
+1 (781) 253-4010

Reach Us By Email
support@cognition.us

Prior to submitting a ticket, we recommend that you reach out to your local Administrator for assistance. 

As part of our process, our Support team will prioritize all incoming requests based on the severity of the ticket.  The severity may be assigned when submitting the request via our Support Form or if you are submitting via email, please be sure to state the severity of the issue.

Please note that a Support team member may adjust the severity after the request has been received, based on the information provided and an assessment of the issue.

Severity	Description
Urgent/Server Down	The production environment is currently unusable by multiple users.
High/Time Sensitive	A major feature, function, or integration has been greatly impaired in a production environment.
Medium/Inconvenience	Issues that are causing an inconvenience, only affecting one or a small number of users, have a known and usable workaround, and/or are only affecting a non-production environment.
Low/Question	General questions, configuration assistance, etc.