We are very proud of our support response times and level of customer engagement. We offer a range of support plans to fit your VNS3 use case.
Cohesive Networks provides technical support via the Cohesive Networks Freshdesk site (Support.Cohesive.net.). Cohesive Networks will respond in a timely manner to all forum questions. Forum support is the default commitment for all free proof-of-concepts, pilots,and trials.
All Cohesive Networks paid subscriptions and licenses also include email technical support and incident/problem management.
We will acknowledge and log each Technical Support email inquiry on a best efforts basis and will engage staff during Standard Support hours until a resolution is achieved.
STANDARD SUPPORT DOES NOT include product orientation nor implementation services (for example, fixing configuration issues with 3rd party firewalls, routers, or remote gateways used to connect to VNS3)
Optional, high touch, email technical support at the rate of one Enhanced Support Unit per hour.
Enhanced support is intended for emergency and urgent cases. We will respond with best effort to quickly log the indecent, assign staff, begin IM & screen sharing coordination, and continuing until a resolution is achieved.
Customers who purchase Enhanced Support, also have the option to purchase faster response to requests for support -and- voice interaction. Quick Response clients are provided a telephone number to call, when email requests are not responded to within one hour.
Services & Solutions Support on our website: support.cohesive.net
Contact Us: supportATcohesive.net