Support & Implementation
Support and implementation are defined by your accepted Order. This policy distinguishes included work, incident support, and additional projects without reducing promises already agreed. Contact [email protected], including your account, affected function, business impact, and safe reproduction steps. Do not send passwords or unnecessary client files.
1. Included scope and additional work
Your Order identifies configuration, training, migration, integrations, reports, custom development, and other deliverables that are included. Work is not automatically included merely because it is technically possible. Equally, fixing a defect in an agreed deliverable is not automatically a paid new feature. Additional work requires recorded agreement by authorized representatives on scope, fees, dependencies, and timing. A request, proposed deadline, or lack of response does not itself amend the agreement.
2. Timing and responsibilities
Support hours, response targets, escalation arrangements, and any service levels are those agreed for your plan. An initial response is not a promise of complete resolution. Implementation timing depends on the agreed work and timely access, accurate source data, approvals, and customer testing. We will identify material dependencies and communicate changes affecting agreed delivery; this does not excuse Cogent’s own missed commitments. Demonstrations and roadmap discussions are not delivery dates unless included in an accepted commitment.
3. Integrations and reporting
Separately contracted providers retain responsibility for their services. Cogent remains responsible for its agreed integration work and support. Availability can depend on provider interfaces, permissions, carrier networks, and source-data quality. Reporting must be understood using its source, update cadence, timezone, attribution method, and known limitations; estimates are not audited accounting. Raise discrepancies with examples so source records and calculations can be reconciled.
4. Escalation and exit
If an issue remains unresolved, reply on the existing support thread with the business impact and request escalation. Cancellation remains available through the billing policy without attending a troubleshooting or retention meeting. Any transition assistance and charges must follow the agreement or a separately accepted scope.