Driven by our determination and commitment to provide the best possible service to our customers, Cognitronics has adopted a number of strategies that have enhanced our Customer Service and Support reputation since the Company’s foundation in 1977.
A large dedicated team of Field Service Engineers are located throughout the UK and Ireland. These highly skilled and experienced technicians are strategically placed and are ready to respond quickly to any problem that may arise on any one of our numerous Customer sites.
In addition to the Field Service Engineers, there is a team of Support Technicians based at our HQ in Worksop, who are able to provide instant telephone support via our Customer Help Desk as well as a practical engineering backup service if and when required.
The Help Desk runs a proprietary Call Management System developed within Cognitronics that enables the logging, monitoring and escalation of any situation reported by our Customers.
Software Support is provided by Cognitronics own Software Development team based at Worksop. With the authority of the Customer we have established remote support links allowing programmers to ‘dial in’ to a Customers system and install updates, ascertain problems and effect immediate real-time fixes.
To provide an added degree of security and contingency for our Customers, we maintain a number of ‘standby’ systems which are, for all intent and purposes, identical in specification to the equipment installed on our Customer sites. By utilising these systems, software errors reported in the Field can be recreated within the development environment affording a speedy diagnostic and repair operation.
All Cognitronics systems are maintained under a single Maintenance Agreement which is renewed annually and includes hardware and software support, licence fees and User authorities. It is designed in such a way that there are no hidden or unexpected costs during the life of the system.