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 Engineering team for support to drive issue resolution and clarify your questions in a timely manner.
- Support is available from 10am-6pm ET Monday through Friday. 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.
- We offer multiple avenues of support, including email (help@cortex.io), in app chat, 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.
- Support Tickets: We have a first response SLA of 48 business hours to incoming customer questions. Additional SLA available to be reviewed with your account team.
- Cortex connects new customers with a dedicated Implementation Engineer to assist with onboarding them onto the platform, including guided onboarding services such as live walkthroughs, and regular check-ins during the critical early usage period and beyond.
- Cortex offers Enablement Workshops which are live, 45-minute tailored technical sessions with our Education team with the goal of empowering your organization to become self-sufficient experts when navigating the Cortex platform.
- Please view this article in our helpdesk for more information on workshops and how to schedule.
- Customers also 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 plane. Biannually, there will be a Business Review to measure value, align on future business priorities and iterate on long term strategy.
Resource Center
In app, Cortex offers additional ways to connect with our team and access popular information. Via the purple flag on the left side of the screen, a panel (the Resource Center) will open with available options and links.
Check out the Cortex Guides for workflows that introduce the product to new users.
- Want to customize this panel or create a flow specific to your organization? Talk with your customer success manager.
Helpdesk & Documentation
Our Helpdesk (https://support.getcortexapp.com/hc/en-us) and public documentation (https://docs.cortex.io/) provide informational articles and troubleshooting guides.
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