Customer Service
Our customer service team provides fast and personable technical assistance.
We strive to give you expert answers to your questions concerning our products and services.
Upon request, we also provide our customers with on-site support, training, and consultancy services.
Send an email to support[at]cognitec.com or call our support lines:
Germany: +49-351-862-920
USA: +1-781-616-0600
Australia: +61-2-9011-8114
For urgent technical problems that need a remote live session, please download the latest version of TeamViewer.
Customer Portal
Based on contractual agreements, Cognitec clients receive rights to access the Cognitec Customer Portal. This secure, central access point allows you to carry out convenient self-service procedures in three service areas:
- License Portal: access software activation information and downloads
- Customer Service Desk: connect with the support team and see your case history
- Knowledge Base: access technical articles and product documentation
Please contact us for login rights and information.
If you have any questions concerning a license activation, please contact support[at]cognitec.com.
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.
Software maintenance
Under VAR and VASP agreements, or an 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 our sales team.
Hardware extended warranty
For our 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.