Executive Summary
Cognify Solution provides dedicated, high-availability technical support to keep client web applications, servers, and enterprise systems running seamlessly.
Support Overview & Commitment
Cognify Solution (Hanjer Nagar, Andheri East, Mumbai, Maharashtra 400093) offers structured post-launch technical support, infrastructure maintenance, and SLA packages to ensure maximum uptime and performance for client projects.
Scope of Technical Support
Our technical support desk covers:
- Included: Bug resolution for code developed by Cognify Solution, server crash recovery, security patch deployment, SSL renewal, and core software updates.
- Excluded: New feature additions, major UI redesigns, fixing bugs caused by third-party code modifications, or recovering lost credentials due to client error.
Service Level Agreement (SLA) Priority Tiers
| Priority Level | Target Initial Response | Target Resolution |
|---|---|---|
| P1 - Critical (Server Down / Outage) | < 2 Hours (24/7) | < 6 Hours |
| P2 - High (Major Feature Malfunction) | < 4 Hours (Business Hours) | < 12 Hours |
| P3 - Medium (Minor Bug / UI Issue) | < 12 Hours | < 48 Hours |
| P4 - Low (General Inquiries) | < 24 Hours | Scheduled in next sprint |
Support Channels & Operating Hours
Support requests can be logged through official channels:
- Official Support Email: support@cognifysolution.com
- Helpdesk Emergency Line: +91 62614 83696
- Standard Support Hours: Monday to Saturday, 9:30 AM to 6:30 PM IST (Emergency P1 monitoring active 24/7).
Policy Frequently Asked Questions
Every project includes 30 days of free post-launch support for critical bugs. Extended support is available via monthly SLA retainers.
Need Further Assistance or Clarification?
Our corporate legal and client advisory team at Cognify Solution is here to assist you with any inquiries regarding our operational agreements.