Technical Support Resources
To insure you get the most from your investment in Cogent DataHub, we provide a variety of support resources on this page. All support resources are available to both trial and registered users. Registered users with an active support contract receive priority response to phone and email support requests.
Contacting Technical Support
Before contacting support please check the online materials found on this page that are available 24 hours a day!
When possible, it is best to submit your support requests through our online support system. You can attach configuration files, screenshots, and event logs to your case online and review all present and past cases online 24 hours a day. You will automatically receive a case number and all available support engineers are automatically notified when you create or update a case. Responses are provided during our normal business hours.
Phone: Available to trial and registered users.
Hours: 8 AM to 5 PM US Eastern Time (GMT-5), Monday to Friday
US Toll Free: +1 888 665 3678
Global: +1 704 849 2773
The Maintenance Support Plan offers you peace of mind that all of your technical support questions will be answered on a priority basis. You will also receive free upgrade licenses for all new versions of the software released while you are on the support plan. The Support Plan is a yearly subscription offered to customers purchasing any Software Toolbox software.
If you want to include support and maintenance when you buy your DataHub license just
Maintenance Agreement - Details
The Maintenance Agreement will provide the customer with the following
The Maintenance Agreement will not cover the following items
Development of custom DataHub scripts, web pages, ASP, AJAX or Java applets.
Debugging of scripts, Excel macros or other customer applications.
Consulting services for systems design and project planning.
On-site technical support.
Subscription and renewal fees
Adding future DataHub license purchases to the Maintenance Agreement
Adding past purchases to the Maintenance Agreement
Other terms and conditions
Future changes to the Maintenance Agreement
Cogent reserves the right to make changes to the terms and conditions of the Maintenance Agreement at any time. For existing customers, any changes will come into effect on the next renewal of the agreement.
How licensing works
When you purchase licenses for Cogent DataHub software you will receive a license code that unlocks the demo software. If you purchase licenses for release version 8.x, your license code will work with any 8.x major release version. Your license code will not work with the next major version release (9.0 for example), however, we do offer a Maintenance Agreement which provides free upgrades and support.
Maintenance Agreement - Overview
The Maintenance Agreement offers the customer peace of mind that all of their technical support questions will be answered on a priority basis, as soon as is reasonable. The customer can also be assured that they will receive free upgrades to new versions of their licensed software features released during the term of the program.
The Maintenance Agreement is offered as a yearly subscription based package to customers purchasing the DataHub and related products either directly from Cogent or from one of our local Sales Partners.
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