Customer Service

Our customer service team provides fast and personable technical assistance and will answer your questions concerning our products and services. Upon request, we also provide our customers with on-site support, training, and consultancy services.

Customer Portal

Based on contractual agreements, Cognitec clients receive rights to access the Cognitec Customer Portal. Please contact sales@cognitec.com for login rights and information.

If you have any questions concerning a license activation, please contact license@cognitec.com.

Software maintenance

Under a VAR agreement, VASP agreement, or end-user license agreement, Cognitec offers a software maintenance package for all licensed software products, consisting of software upgrade subscription and technical support.

If you would like to purchase the maintenance package or have questions about these service options, please contact sales@cognitec.com.

Hardware extended warranty

For the FaceVACS-Entry product, Cognitec offers an extended warranty package after the expiration of the initial warranty period, consisting of firmware and software upgrade subscription, technical support, and hardware repair.

Training and consultancy services

Comprehensive training sessions, tailored to specific products and the end-customer's use case, will enable clients to understand the system architecture, install and configure the system, and optimize its performance. Training is provided at three Cognitec locations: Dresden, Germany; Rockland, MA, USA; and Sydney, Australia; and at the customer’s site upon request.

The consulting team will provide technical recommendations, installation and configuration, integration development, and system analysis/testing for our products and specific end-user applications.