At Cortex, we value providing world class service for our customers. To those ends, we have recommendations of the best practices for engaging with our Customer Experience team for support to drive issue resolution and clarify your questions in a timely manner.
Account Management
Customers have a Customer Success Manager (CSM) aligned to their account, who will be driving adoption of Cortex in accordance to our maturity model, which will be mapped to their business goals. The CSM will have monthly Operational Reviews to review progress, adoption, and iterate on the success plan. Biannually, there will be a Business Review to measure value, align on future business priorities and iterate on long term strategy.
Technical Support
With each issue that arises, we define a severity aligned as a combination of user priority, impact and level of product degradation. From there, multiple teams including our support and engineering team are enabled to escalate or formally call incidents of any scale, including those which are listed on our status page (https://status.cortex.io/).
Support Tickets
We offer multiple avenues of support, including email (help@cortex.io), or through a shared Slack channel for sharing updates, real-time discussions, and escalating critical issues. Our highly skilled support team works with an extensive knowledge base offering assistance with complex queries and advanced troubleshooting.
Video: Opening a Cortex Support Ticket
Support Hours
Support is available from 8am-8pm ET Monday through Friday, excluding company holidays. Customers will be notified the team is offline during usual business hours with out of office automations.
Support SLA
We have a first response time SLA aligned to the following matrix to incoming customer questions. Additional SLAs can be reviewed with your account team.
| Severity | Description | First response time SLAs |
|---|---|---|
| Sev 0 | SaaS/Cloud Platform is inaccessible, operating in materially degraded state | 2 hours |
| Sev 1 | On-Prem/Self Hosted Platform is inaccessible, operating in materially degraded state | 4 hours |
| Sev 2 | Severe usability issue to critical functionality, integration completely not functioning, materially impairs its performance | 6 hours |
| Sev 3 | Usability issue to functionality, integration partially not functioning, minor issues that can be addressed with a work around | 12 hours |
| Sev 4 | General question or cosmetic issue, request for assistance, information, or services that are routine in nature | 24 hours |
Support Language
We offer official support exclusively in English. Please connect with your customer success manager if you are blocked due to language barriers.
Helpdesk & Documentation
Our Helpdesk (https://support.getcortexapp.com/hc/en-us) and public documentation (https://docs.cortex.io/) provide informational articles and troubleshooting guides.
Professional Services
Cortex Professional Services ensures customers achieve a seamless and accelerated deployment, maximize platform adoption, and drive long-term success. Our expert engineers provide hands-on guidance, best practices, and tailored implementation strategies to help customers unlock the full value of Cortex.
Key Benefits of Engaging PS
- Faster Time to Value – Reduce deployment time with structured implementation services.
- Smooth Adoption – Expert-led enablement to help customers fully leverage the platform.
- Growth & Optimization – Identify opportunities for ongoing improvements.
PS Engagement Models
Please connect with your customer success manager or account manager for more information.
Customer Education
Enablement Workshops
Cortex offers Enablement Workshops, which are interactive, 45-minute technical sessions led by an expert from the Cortex Education team. These workshops are tailored to your organization goals, and are designed to empower your team to confidently navigate and leverage the full potential of the Cortex platform.
In a session, you can expect a background of the product area, hands-on application, best practices, and Q&A.
Please view this article in our helpdesk for more information on workshops, including available product areas and how to schedule.
Resource Center
In app, Cortex offers additional ways to connect with our team and access key resources.
Explore the Cortex Guides for step-by-step walkthroughs designed to help new users get started with the platform.
Interested in customizing this panel or creating a tailored flow for your organization? Talk with your customer success manager.