Service Desk
Support
Service Desk
Support
Services provided by CORTEX Product Support includes:
Service Offering
We Are CORTEX provide help and assistance in any query regarding CORTEX configuration.
Product support only covers the CORTEX platform, block functionality and documented feature set(s) of CORTEX, along with associated CORTEX service modules which underpin the CORTEX product.
CORTEX Support:
– does not include assistance regarding any solution built with CORTEX.
– will provide a workaround to address an incident whenever possible.
– will provide access to new revisions and hot fixes whenever possible.
– does not include support for any incident caused by other software packages or environments connected via CORTEX interfaces.
In order to perform diagnosis CORTEX may require remote access to the CORTEX solution and or assistance to reproduce the incident.
Service Offering
The incident follows a broad path as outlined by the figure below.
Once a case has been raised, it is first acknowledged (response) and then investigated which may involve access to the customers CORTEX solution. A solution is offered to the case once a suitable resolution has been found.
Support Hours
CORTEX provides manned Service Desk and incident response
during UK Office Hours:
Monday to Friday, 9:00 am to 5:00 pm
UK local time, excluding UK public holidays.
Service Desk
All CORTEX Support Services are available to customers on an SLA basis. Service Portal Knowledgebase, Informational and non-SLA services are available to all customers, with additional services available to Certified Engineers.
The We Are CORTEX Service Portal
This service is available to end users to access our detailed Knowledge-base and client Case history 24 hours per day, 7 days per week available via the We Are CORTEX Service Desk Portal
https://support.WeAreCORTEX.com
We Are CORTEX Certified Engineers
All CORTEX engineers certified to at least Foundation Level will be granted direct access to the CORTEX Service Portal and access to our dedicated team of support engineers. Certified engineers may raise new cases or query an open case in the portal.
Alternative Contact
In the event of the CORTEX Service Portal not being available, cases may also be raised:
By Telephone: +44 2382 54 8999
(during UK Office Hours)
By email: Click here to contact us by email.
Subject: Customer Name, Solution and a suitable incident title description.
The email must include, as minimum, the following information:
– System operation
– Impact level
– Urgency level
– Description of the issue
Management Escalation
Detailed support escalation procedures are provided to customers on request.
This table describes our escalations.
| Line of Escalation | Contact Name | Contact Address |
|---|---|---|
| 1st Level | Service Desk | servicedesk@WeAreCORTEX.com |
| 2nd Level | Support Manager | |
| 3rd Level | Operations Director |
Software Service Levels
The service levels are target service levels for CORTEX internal performance measures.
CORTEX may share the performance statistics generated by CORTEX with the Customer for information only.
The Service Level response calculation only run during UK office hours.
Software Severity Business Impact levels and corresponding response and fix times are targets.
WeAreCORTEX recognise that all service impacting incidents need to be resolved as quickly as possible.
Note: Resolutions may include the provision of technical ‘workaround’ which address the behaviour.
| Level | Business Impact | Target Response | Target Fix |
|---|---|---|---|
| 1 | Critical: Operations are severely affected. The Solution or major components of the Solution are inoperable, and no work around exists. | 1 Hour | Hot Fix |
| 2 | High: Operations are detrimentally affected or at significant risk of failure. The Solution or major components of the Solution are inoperable, and no work around exists. | 1 Hour | Hot Fix |
| 3 | Medium: A minor component or function is inoperable or not working correctly, or a Problem exists in a major component, but a temporary work-around is available. | 1 Hour | Planned for next appropriate release |
| 4 | Low: A Problem is detected which has no real effect on the daily operations, or for which a permanent work-around is available. | 2 Days | Planned for next major release |
| 5 | None: A request for information, a cosmetic change is proposed, or a new feature is requested. | 2 Days | Next user group review |
Our experience & technical know-how deliver results
Our experience & technical know-how deliver results
Explore our Use Cases
As a dedicated CSP business we deep dive into every area of a CSP, take a look at some of our other use cases here.
OLO Network Traffic Management
The customer wanted to maximise the quality of their international voice network services whilst minimising costs.
Network fault management
Manual network fault management on trouble tickets for network infrastructure that were raised from customer complaints, by the operations teams.
A Fully Digital Service
Voice Resource Management was a manually performed process, from order to allocation and further provision.
WHERE TO START
There are a few ways to engage with us, whether you want to find out more or are ready to fully engage we have you covered.
If you just want to be connected to us to learn more about what we do and the advantages we bring, you can connect with us socially. We regularly post content on LinkedIn and our team welcome connection requests to discuss all things automation. If you are at a more mature stage in your automation search book a chat with our sales team and start to explore how we can put you on the path to Automation self-sufficiency.
If you have a Partner you would like us to engage for you, but they are not on our partner page, that’s fine. Most of our Partners come to us this way. Alternatively, we can connect you to the right person within your partner(s) to make it easier for you to investigate CORTEX.
